Customer support, Quality Assurance, Client success managerCustomer support, Quality Assurance, Client success manager

Key Achievements:

• Lead quality operations for two client accounts, ensuring consistent standards, client requirements and SLA adherence. • Coordinate day-to-day with Operations, Training and client stakeholders, communicating findings clearly and following up on corrective actions. • Maintain QA scorecards, audit criteria, operational guidelines and supporting records aligned with client requirements. • Produce weekly and periodic reports and insights from trackers and data for Operations and Training teams. • Investigate and escalate customer-impacting issues, process gaps and compliance risks to the appropriate teams. • Manage multiple priorities across audits, reporting, coaching, escalations and client deliverables while meeting deadlines. • Convert findings into practical coaching and knowledge transfer for staff.

Key Achievements:

• Improved team performance metrics by 20% through coaching, structured performance management and planning. • Reduced quality assessment errors by 15% by identifying process gaps and implementing targeted improvements. • Developed and delivered training programmes tailored to individual and team needs. • Facilitated communication between frontline teams and management so that issues and business requirements were understood and acted on. • Worked closely with Operations and Training teams to communicate trends and recommend corrective actions. • Managed multiple operational priorities while maintaining accuracy, deadlines and service standards.

Key Achievements:

Improved compliance with client standards by 18% through consistent quality assessments. • Achieved 95% assessment accuracy through rigorous documentation, calibration and consistent application of standards. • Maintained accurate audit records and supporting documentation to ensure transparency and accountability. • Identified and escalated operational risks and recurring issues to relevant stakeholders. • Collaborated with operational teams to clarify requirements and improve adherence to processes

Key Achievements:

• Managed customer inquiries and resolved billing, account, product and service issues in a high-volume environment. • Achieved 95% first-contact resolution through effective investigation and problem solving. • Improved customer satisfaction scores by 12% through personalized, solution-focused service. • Maintained accurate customer information and interaction records in line with operational requirements. • Escalated complex issues to the right teams while keeping ownership of the customer experience. • Stayed calm and professional when handling difficult interactions and escalated concerns.