Job description
As a Customer Service Quality Assurance
Analyst
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:
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Maintain and develop internal support and call center quality standards;
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Review a subset of support agents’ conversations (calls, emails, chat, etc)
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Assess support interactions based on internal standards;
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Accompany evaluations with meaningful and constructive feedback;
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Discuss and explain feedback with agents in regular meetings;
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Create strategies to improve support KPIs;
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Help agents improve their performance with specific instructions and constant support;
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Map the need for training and onboarding programs and initiate these projects;
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Monitor customer service performance on the agent and team level;
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Create reports that reflect support performance;
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Report support team’s performance to direct supervisor;
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Participate in calibration sessions to maintain consistency in internal evaluations;
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Contribute to the team culture in a positive manner.
Requirements:
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Experience in the customer service space;
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Proven track record of analytical skills;
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Hands-on experience in quality assurance;
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Great people skills and ability to communicate (negative) feedback;
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Good organizational skills, knowledgeable in goal-setting practices;
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Examples of data visualization abilities and understanding of support metrics;
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Perception of basic business metrics and how support impacts those;
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