Enablement & Quality Manager, Customer Support
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Enablement and quality manager building onboarding, knowledge, and QA systems for Workwize’s global IT hardware logistics SaaS. Improving agent ramp and support quality in South Africa.
Responsibilities:
- Build the Enablement & Quality function for Customer Support from the ground up
- Learn the support role on the queue and with every team lead
- Document the current onboarding process and establish a baseline ramp measurement
- Design and launch a structured onboarding programme
- Restructure the knowledge base for long-term maintainability
- Own the quality system end-to-end, including sampling methodology, calibration sessions, scoring consistency, and trend reporting
- Feed early quality trends back into the training curriculum
- Partner with the function head to align the system with the quality rubric and definition of good
- Surface calibrated quality trends for team leads to use in coaching agents and driving individual improvement
- Own and continuously improve time-to-productivity
- Keep the knowledge base current and maintained
Requirements:
- Built a curriculum yourself and can demonstrate the resulting artefact and explain the decisions behind it
- Owned time-to-productivity as a measurable metric, including establishing a baseline, method, and result
- Frontline credibility through experience working a support queue or equivalent hands-on experience
- Experience supporting a team at roughly this scale in a complex product environment
- Understanding of instructional design principles, including chunking, practice over presentation, capability-based assessment, and spaced reinforcement
- Comfortable with content operations, including review cadences, article ownership, stale-content tracking, and maintenance escalation
- Able to define ramp metrics, establish baselines, and assess whether changes affected them
- Experience with quality systems, including sampling design, calibration, scoring consistency, and trend reporting
- Familiarity with knowledge base and LMS platforms
- Able to get up to speed on a complex product quickly and teach it within weeks
- Comfortable influencing team leads without direct authority
- Teaches rather than enforces and respects that performance conversations belong to team leads
- Willing to measure training impact honestly, including shortcomings
Benefits:
- No specific benefits, perks, or compensation extras are stated
Similar Jobs
Customer Support Lead
Customer Support Lead scaling VIP support and performance metrics for Growe’s fast-growing iGaming business. Improving player experience through analytics, automation, and cross-functional collaboration.
Customer Support Specialist
Customer Support Specialist resolving member tickets and coordinating healthcare appointments. Supporting HealthJoy’s mission to simplify complex US healthcare benefits for members.
Inbound Customer Service Agent – Financial Services
Remote inbound customer service agent supporting financial-services cardholders with accounts, transactions, disputes, and card servicing. Providing secure, confidential support from home.
Global Sales Customer Support Manager
Global sales support manager leading order bookings and consumables quoting for Beckman Coulter’s life sciences business. Driving compliant execution, TAT adherence, and revenue realization across global teams.
Customer Service Travel Representative
Remote customer service representative booking vacations, cruises, and resorts for Leisure Life Travel. Managing reservations and client inquiries with flexible work-from-home scheduling.
Customer Support Representative – Tier 2
Tier-2 customer support for VS Media’s interactive live video and chat platform. Resolving escalated account, payment, compliance, fraud, and membership issues remotely.
Application Support Specialist – Overnight
Application Support Specialist supporting radiologists using Sirona Medical’s cloud-native radiology software. Troubleshooting clinical applications, monitoring client sites, and resolving customer issues overnight.
Application Support Specialist – Weekend Nights
Application Support Specialist resolving radiology software and network issues for Sirona Medical users. Monitoring client sites, documenting incidents, and supporting clinicians during rotating U.S. overnight and weekend shifts.
Application Support Specialist – Weekend Days
Application Support Specialist supporting radiology clinicians using Sirona Medical’s AI-powered RadOS. Troubleshooting client issues, monitoring sites, and collaborating with engineering teams.
Application Support Specialist – Second Shift
Application Support Specialist resolving customer and network issues for Sirona Medical’s radiology software. Supporting clinicians remotely across the United States on rotating second, overnight, and weekend shifts.
Customer Service Representative, Spanish and English Speaking
Bilingual customer service specialist handling high-volume Spanish-English calls for QVC’s live social shopping business. Resolving orders, payments, refunds, account questions, and promoting products remotely.
Customer Service Representative
Remote customer service representative assisting customers with healthcare coverage and open enrollment. Handling calls, chats, account support, document uploads, and online-system navigation for TEKsystems.
Asesor de Atención al Cliente, Turno Tarde
Asesor remoto atendiendo clientes de Claro en servicios móviles y fijos. Derivación de consultas a ventas, retenciones y reclamos en turnos fijos.
Atención al Cliente, Full Time y Part Time
Asesor de atención al cliente remoto para Claro Perú en MDY Contact Center. Gestión de llamadas corporativas móviles, sin ventas, con horarios full time o part time.
Chat Support Agent
Chat Support Agent resolving customer inquiries through live chat for a products-and-services company. Troubleshooting issues, documenting interactions, and improving customer satisfaction remotely.
Customer Support Team Lead
Customer Support Team Lead leading engineers who resolve technical storage and large-scale compute issues. Optimizing support operations, escalations, KPIs, and customer-driven product improvements at Vast Data.
Customer Support Specialist – English/Spanish Bilingual
Bilingual English/Spanish phone support specialist assisting customers for ModSquad’s global brand clients. Remote, flexible part-time work with scheduled Pacific-time project hours.
Teleoperador de Atención al Cliente, Turno Tarde
Asesores remotos atendiendo consultas de clientes Win y gestionando cross-selling. NetCall Perú ofrece servicios de telecomunicaciones y ventas directas e indirectas.
Asesor de Atención al Cliente
Customer service advisor resolving Claro telecommunications customer inquiries for Partner Service. Remote role with rotating schedules and customer-focused service improvement.
Atención al Cliente, Turno Tarde, Semi Full Time, Part Time
Asesor(a) remoto de atención al cliente para Partner Service, empresa de telecomunicaciones. Gestión de clientes en turnos full time, semi full o part time.