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.

INTERESTED CANDIDATES CAN APPLY ON BELOW GMAIL AND NUMBER

aryasethwhiteforce@gmail.com

93034 47007