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.

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