Quality Analyst

You will regularly audit inbound and outbound customer calls and support tickets to assess service quality. Your role will involve evaluating agent performance against predefined quality parameters and providing detailed feedback. By identifying trends, gaps, and areas for improvement in customer interactions, you will contribute to enhancing service delivery.

Collaboration with Learning & Development and Operations teams will be essential as you work together to develop coaching plans based on audit findings. Maintaining accurate audit logs, performance dashboards, and quality scorecards will be part of your responsibilities. Ensuring that customer interactions align with company policies, compliance standards, and brand tone will also be a key focus.

Participation in calibration sessions with other QA Analysts and Support Managers will help in maintaining consistency in scoring. By providing actionable insights and recommendations to enhance customer satisfaction and reduce support issues, you will play a pivotal role in improving service delivery. Additionally, your input will be valuable in refining quality assurance frameworks and auditing templates as needed.

To be successful in this role, you should have a Bachelor's degree in Business, Communications, or a related field (or equivalent work experience). A minimum of 1 year of experience in Quality Assurance, preferably in a customer support environment, is required. Experience in auditing voice calls, chat, and/or ticket-based support interactions will be beneficial. A strong understanding of customer service metrics such as CSAT, NPS, and FCR is essential. Excellent communication and analytical skills, along with a high attention to detail to identify subtle trends, are necessary. You should also have the ability to provide constructive feedback and collaborate effectively across teams.

Preferred qualifications include experience in a SaaS, e-commerce, or tech support environment, familiarity with Six Sigma or other quality frameworks, and knowledge of compliance and data privacy standards related to customer service. Your contribution to training programs by sharing common quality issues and customer pain points will be highly valued.,