Job Summary: The Relationship and Quality Supervisor leads teams to maximize customer retention, enhance satisfaction, and ensure operational excellence, acting as a transformation agent in the customer experience. Key Highlights: 1. Lead and develop relationship and quality teams 2. Maximize customer retention and enhance satisfaction 3. Implement continuous improvements and resolve critical cases The Relationship and Quality Supervisor is responsible for leading, developing, and managing Relationship (Cancellation) and Quality teams, with the objective of maximizing customer retention, elevating satisfaction standards, and ensuring operational excellence. The professional will be primarily responsible for defining and monitoring KPIs, implementing continuous improvement projects, conducting process audits, and resolving critical cases, acting as a transformation agent in the customer experience. 1\. KPI and Performance Management: Define, monitor, and analyze Key Performance Indicators (KPIs) for teams, including but not limited to: * Retention Team: Retention Rate (Churn Rate), Cancellation Reasons, Effectiveness of Retention Offers, Reversal Rate; * Quality Team: Customer Satisfaction Indices (CSAT, NPS), First Call Resolution (FCR), Average Handling Time (AHT), Service Order SLA Compliance; Prepare management reports to present performance results, analyses, and trends to senior leadership. 2\. Continuous Improvement and Processes: * Analyze data and feedback collected by teams to identify root causes of cancellations and customer dissatisfaction; * Propose and lead the implementation of action plans and continuous improvement projects across customer service, cancellation, installation, and maintenance processes; * Review and optimize customer service scripts and standard operating procedures (SOPs), ensuring they remain up-to-date and aligned with best practices. 3\. Auditing and Quality: * Conduct periodic and sample-based audits of interactions (calls and WhatsApp engagements) and system records in MK ERP, ensuring compliance with procedures and quality standards; * Provide constructive and targeted feedback to agents based on audits, developing Individual Development Plans (IDPs) to improve performance; * Ensure integrity and proper application of contract, loyalty, and penalty charge policies. \[cite: 51, 59]. 4\. Leadership and Problem Resolution: * Monitor individual and team performance, deliver feedback, conduct training, and foster a motivating, results-oriented work environment; * Serve as escalation point for resolving customer issues and complaints in critical situations, negotiating and seeking resolution of dissatisfaction; * Act as liaison between Relationship/Quality teams and other departments (Sales, Support, Finance, and Marketing) to resolve complex cases swiftly and collaboratively.