Community & Quality Assurance Assistant Manager – Customer Engagement

About the role

The Community & Quality Assurance Assistant Manager will lead end‑to‑end customer care operations across call centre, WhatsApp and social media channels. You will act as the voice of the customer, turning feedback and issues into actionable improvements that boost satisfaction, loyalty and brand trust.

Key responsibilities

• Manage inbound and outbound call‑centre activities, WhatsApp messaging and social‑media customer interactions, ensuring consistent service standards and brand tone.
• Define and implement customer‑care strategies, policies and service standards aligned with the company’s experience vision.
• Oversee workforce planning, performance management and capability development for agents, team leaders and outsourced partners.
• Monitor KPIs such as service level, response time, resolution time, CSAT, NPS and complaint‑resolution effectiveness, driving continuous improvement.
• Serve as the primary bridge between customers and internal teams (operations, digital, marketing, loyalty, IT, store operations) to translate insights into product, process and policy enhancements.
• Lead escalation handling, critical complaints and reputational‑risk incidents, ensuring swift resolution and preventive actions.
• Leverage interaction data to identify recurring issues and experience gaps.
• Ensure compliance with regulatory, data‑privacy and internal policies across all communication channels.

Required profile

• Minimum 4 years of experience in customer‑care or contact‑center management.
• Proven ability to lead multi‑channel teams and manage outsourced partners.
• Strong analytical mindset with data‑driven decision‑making capability.
• Excellent communication skills and ability to influence cross‑functional stakeholders.

Required skills

• CRM platforms
• Omnichannel platforms