Quality Analyst for Customer Support

Job description

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