Quality Analyst-Customer Support

Job description

Responsibilities:

Quality Monitoring & Evaluation:

 Regularly assess customer support interactions (calls, emails,
chats, etc.) to ensure adherence to company guidelines, best
practices, and customer service standards. 

 Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. 

 Provide constructive feedback to agents to help improve their
performance and skill set.

  Ensure compliance with all company policies, procedures, and
service level agreements (SLAs) for customer interactions. 

 Regularly audit customer support procedures and documentation
to ensure consistency and quality.

Reporting & Analysis:

 Prepare and maintain detailed reports on quality scores,
identifying trends, performance gaps, and areas for improvement. 

 Analyze customer feedback, service performance data, and KPIs
to identify opportunities for process improvement.

  Track and report on individual and team performance metrics,
including response time, resolution time, and customer
satisfaction.

Training & Development:

 Support new hire onboarding by providing training and
conducting calibration sessions. 

 Assist in the development and delivery of ongoing training
programs to enhance agent performance and service quality.

Process Improvement:

 Work with a team to implement improvements in customer
support processes based on feedback and performance data.

  Suggest and develop process or system enhancements to improve
efficiency and customer experience.

Customer Satisfaction Monitoring:

 Regularly review customer feedback surveys and NPS (Net
Promoter Score) reports to gauge overall customer satisfaction. 

 Work with team leads to address any negative feedback and
recommend corrective actions by connecting with customers.

Requirements:

 Minimum of 1-2 years of experience in a quality assurance,
customer support, trainer or similar role, preferably in a blended
environment (handling both voice and non-voice interactions). 

 Experience in a non-technical customer service environment is a
plus.

  Strong attention to detail and the ability to evaluate and assess
interactions critically. 

 Excellent verbal and written communication skills with a focus on
providing clear, actionable feedback.

  Strong analytical and problem-solving abilities.

  Ability to manage multiple tasks and prioritize effectively.

Apply now- [email protected]

9329931737