Quality Analyst

Quality Analyst

Role Objective

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of the operators. The QA will monitor inbound calls, chats and emails responses to assess associates demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. Assist in developing, creating and implementing customer support quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer's experience.

Role & Responsibilities

Maintain and develop internal support and customer support quality standards

Review a subset of support agents conversations (calls, emails, chat, etc) on CRM

Assess support interactions based on internal standards

Accompany evaluations with meaningful and constructive feedback

Discuss and explain feedback with agents when required.

Analyse all customer service metrics 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

Monitor customer service performance on the agent and team level

Assess agent interaction from all company compliance point of view

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

Mentor junior QAs or new joiners and contribute towards QA best practices, calibration guides, and case libraries.

Identify Process Gaps and Recommend Improvements

Conduct in-depth analysis of dissatisfaction surveys to uncover systemic issues and guide corrective actions

Skills & Experience

2+ yrs of work experience in the customer service industry

Excellent communication skills

Experience in contact centre (voice and non-voice) will be added advantage

Should be flexible to work in shifts

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

Should be well versed with latest MS-Office (Word, Excel, PPT) and all Google platforms.