Feedback Supervisor

Job Summary
Hot N Spicy is looking for a dedicated Feedback Supervisor to join our team and take charge of managing customer feedback through call monitoring and detailed reporting. This pivotal role involves evaluating recorded customer interactions across multiple branches to ensure exceptional service quality. The Feedback Supervisor will analyze voice feedback, identify recurring issues, and support continuous performance improvements. This position focuses on behind-the-scenes analysis and collaboration with internal teams, without direct customer contact.

Key Responsibilities
The Feedback Supervisor will be responsible for listening to and assessing recorded customer calls from various branches to gauge service quality and customer satisfaction. By carefully reviewing these interactions, the supervisor will identify service gaps, recurring complaints, and areas that require improvement. Maintaining a comprehensive log of issues and suggestions extracted from the feedback is essential to track trends and inform corrective actions.

Collaboration is key in this role, as the supervisor will coordinate with relevant departments and branch managers to ensure timely resolution of identified concerns. Additionally, the supervisor will generate detailed weekly and monthly reports that summarize feedback trends and provide actionable recommendations for service enhancement. These reports will be critical in guiding internal teams and supporting targeted training initiatives aimed at elevating overall service delivery.

Required Qualifications
Candidates must have completed Matriculation or Intermediate education as a minimum requirement. While higher education is advantageous, relevant experience is equally valued. Prior experience in call monitoring, customer service, or quality control is preferred, as it equips the candidate with the necessary skills to evaluate customer interactions effectively.

Strong listening and analytical skills are essential to accurately assess voice feedback and identify key issues. Proficiency in MS Excel and basic computer operations is required for efficient reporting and documentation. The ideal candidate should be capable of working independently, managing sensitive information with discretion and professionalism.

Preferred Qualifications and Benefits
While not mandatory, candidates with additional qualifications or experience in quality assurance or customer experience management will have an edge. This full-time, in-person role offers a competitive monthly salary ranging from Rs40,000 to Rs50,000. Beyond the financial benefits, the position provides a unique opportunity to make a meaningful impact on customer satisfaction and service quality by leveraging analytical expertise and fostering cross-departmental collaboration.

Joining Hot N Spicy as a Feedback Supervisor means becoming a vital part of our commitment to excellence in customer service. If you have a keen eye for detail, strong communication skills, and a passion for improving service standards, we encourage you to apply and contribute to our ongoing success.