Customer Service Quality Supervisor

Laverne Group | مجموعة لافيرن; Riyadh; On-site; SAR 70,000 - 90,000; Full time

Job summary

A leading cosmetics company in Riyadh is seeking a Customer Service Quality Supervisor to enhance service quality and compliance with standards. The ideal candidate will monitor interactions, provide coaching to staff, and drive continuous improvement. Requirements include a Bachelor’s degree, 3-5 years of relevant experience, strong communication, analytical skills, and proficiency in CRM systems. This is a full-time role in a dynamic environment, offering opportunities to impact customer experience positively.

Qualifications

• 3-5 years of experience in customer service, quality assurance, or a supervisory role.
• Strong knowledge of customer service KPIs.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Monitor and evaluate customer service interactions to ensure quality standards are met.
• Develop and implement quality assurance policies.
• Provide feedback, coaching, and training recommendations to staff.

Skills

Customer service quality standards

Coaching

Communication skills

Analytical skills

Interpersonal skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Microsoft Office

Job description

Job Summary

The Customer Service Quality Supervisor is responsible for monitoring, evaluating, and improving the quality of customer service interactions to ensure compliance with company standards, policies, and service level agreements (SLAs). The role focuses on coaching customer service staff, analyzing performance data, and driving continuous improvement in customer experience.

Key Responsibilities

• Monitor and evaluate customer service interactions (calls, emails, chats, tickets) to ensure quality standards are met.
• Develop and implement quality assurance policies, procedures, and evaluation criteria.
• Provide regular feedback, coaching, and training recommendations to customer service agents.
• Prepare quality performance reports and present findings to management.
• Identify trends, gaps, and root causes affecting customer satisfaction and service quality.
• Collaborate with training, operations, and management teams to improve service delivery.
• Ensure compliance with company policies, regulatory requirements, and customer service standards.
• Participate in the onboarding and training of new customer service staff.
• Support customer service audits and internal quality reviews.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Customer Service, or a related field (preferred).
• 3–5 years of experience in customer service, quality assurance, or a supervisory role.
• Strong knowledge of customer service quality standards and KPIs.
• Excellent communication, coaching, and interpersonal skills.
• Strong analytical and reporting skills.
• Proficiency in CRM systems and Microsoft Office.
• Ability to work under pressure and manage multiple priorities.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

Cosmetics

Get notified about new Customer Service Supervisor jobs in Riyadh, Saudi Arabia.

Customer Service Operations Manager - Contact Center - Saudi National

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.