Quality Analyst (customer Support) Job in Vahak

About Role:

• As a Customer Service Quality Assurance Manager your goal is to maintain a high and consistent level of support quality across the team.
• It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Responsibilities:

• Maintain and develop internal support and call centre quality standards.
• Review a subset of support executives conversations (calls, emails, chat, social media interactions etc)
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyse all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team s performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Have refresher training with the executives, to keep them updated with the ever- evolving product changes in order to avoid any process gaps.
• Monitor customer service performance on the executive and team level.
• Create reports that reflect support performance.
• Report support team s performance to higher-ups.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Requirements:

• Experience in the customer service space.
• Proven track record of analytical skills.
• Hands-on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable in goal-setting practices.
• Examples of data visualization abilities and understanding of support metrics.
• Perception of basic business metrics and how support impacts those.
• Problem-solving capabilities to create meaningful strategies to improve support quality.