Quality Analyst

Role & responsibilities

• Establish and refine internal standards for support and call center quality assurance.
• Review a selection of support agents interactions across various channels (calls, emails, chats, etc.).
• Evaluate support engagements against predetermined quality benchmarks.
• Provide agents with constructive feedback and guidance during regular meetings.
• Engage in dialogue with agents to elaborate on and clarify feedback.
• Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
• Devise strategies to enhance support KPIs.
• Assist in enhancing agent performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Monitor customer service performance at both individual agent and team levels.
• Generate comprehensive reports reflecting support performance.
• Communicate support team performance findings to upper management.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Foster a positive team culture.

Preferred candidate profile

• Qualification Graduation
• Skill *Oral & Written English Communication, MS Office
• Prior experience in customer service roles.
• Demonstrated proficiency in analytical abilities.
• Practical experience in quality assurance procedures.
• Problem-solving acumen to devise impactful strategies for enhancing support quality.

Perks and Benefits

• Flexible shifts
• Over time benefits
• Compensatory benefits