Customer Support Quality Team Leader (Colombia)

Growe welcomes those who are excited to:

• Lead and manage a team of Customer Support Quality Specialists, providing guidance, support, and coaching to ensure they meet performance goals;

• Generate and present detailed reports on quality performance to customer support leadership, highlighting trends, successes, and areas for improvement;

• Analyze customer support quality metrics and data to identify root causes of performance issues or customer dissatisfaction;

• Collaborate with leadership to recommend process changes or improvements based on performance data and customer feedback;

• Work closely with customer support management to refine processes, workflows, and policies to improve efficiency and enhance the customer experience;

• Foster a positive team culture that encourages accountability, collaboration, and continuous improvement;

• Regularly conduct performance reviews and provide actionable feedback to agents based on quality monitoring results.

We need your professional experience:

• At least 3 years of experience in customer support or a similar customer-facing role;

• 1-2 years in a supervisory, team lead, or coaching role within customer support or quality assurance;

• Hands-on experience with QA tools, methodologies, and frameworks for evaluating and improving service quality;

• Demonstrated ability to mentor, coach, and motivate team members to meet and exceed performance goals;

• Strong experience in analyzing metrics such as CSAT, FCR, NPS, and QA scores;

• Proficiency in creating and presenting reports, with actionable recommendations based on data analysis;

• Involvement in identifying inefficiencies and implementing process improvements to enhance customer support quality;

• Knowledge of customer support tools such as CRM software.

We appreciate if you have those personal features:

• Leadership and people management;

• Analytical and problem-solving abilities;

• Strong communication and interpersonal skills;

• High attention to detail and commitment to quality standards.

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.