Customer Service & Quality Assurance Manager - LUSAKA
Customer Service & Quality Assurance Manager - LUSAKA
We’re Hiring: Customer Service & Quality Assurance Manager - LUSAKA
We are looking for a highly organised, proactive, and results-driven individual to join our team and help strengthen our back-end customer service operations while driving service excellence.
ROLE OVERVIEW
The Customer Service & Quality Assurance Manager will play a key role in managing back-end customer service functions, monitoring service performance, improving quality standards, tracking complaint resolution, and coordinating departmental projects that enable our sales team to focus on revenue growth.
KEY RESPONSIBILITIES
✔ Manage all back-end customer service activities to ensure operational efficiency.
✔ Track service performance, customer complaints, and resolution outcomes to ensure standards.
✔ Prepare performance reports and support management with customer experience analysis.
✔ Implement quality assurance processes, conduct audits, and provide team performance feedback.
✔ Coordinate departmental projects and ensure adherence to company policies and procedures.
QUALIFICATIONS
✅ Diploma/Degree in Business Administration, Marketing, Public Administration, or related field
✅ Minimum 3 years’ experience in Customer Service, Quality Assurance, or Operations
✅ Strong analytical, reporting, and problem-solving skills
✅ Excellent organisation and communication abilities
✅ Proficiency in Microsoft Office
📩 How to Apply
Interested candidates should submit their CV and cover letter to recruitment@mercury.co.zm no later than 6th March 2026.