Technical Quality Analyst

Description

As a Quality Analyst in Support Services team, the goal of the right candidate is to maintain a high and consistent level of support quality across all clients. The primary aim of this resource will be to ensure customers always get excellent treatment.

Key Highlights of the Job :

• Review and Resolve Escalations
• If a service team member is unable to resolve a customer’s question or complaint, they usually escalate the call to a service quality team. The team will then then identify a solution to the customer’s query or directs them to another department that can provide assistance.
• Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
• Evaluate Team Members
• The right candidate for this role will be required to conduct daily reviews and evaluations of team members.
• The quality analyst will monitor employee performance and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance.
• The quality analyst may also make recommendations to their respective Team Lead / Mangers if an employee is consistently
• not meeting expectations.

Support Process Improvement

Quality Analyst improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. They may gather data related to customer contact and interactions and use this data to prepare reports and analyses of

which processes are working and which can be improved.

Train New Hires

Quality Analysts will be responsible to train new hires in their departments. They work closely with new team members to instruct them on company and client policies and best practices for resolving customer issues. Additionally, quality analysts monitor new team

members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.

Core Job Responsibilities :

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