Website Vianet Communication Ltd.
Support Quality Analyst
Qualification: Bachelors in IT or Engineering
Experience: Previous experience in a customer support or quality assurance role is preferred
Contract of Employment: Full-time
Job Location: Head Office- Jawalakhel
Skills and Knowledge:
- Strong knowledge of customer service and best practices.
- Excellent attention to detail and ability to analyze data effectively.
- Strong verbal and written communication skills.
- Proficient in using customer support tools.
- Ability to provide constructive feedback and coaching.
- Ability to work independently and as part of a team.
- Strong problem-solving and critical-thinking skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Familiarity with customer support metrics and performance tracking.
- Excellent organizational and time management skills.
Job Duties & Responsibilities:
- Conduct comprehensive evaluations of customer support interactions, including phone calls, live calls, emails, and social media interactions.
- Assess the quality, accuracy, and completeness of responses provided by support agents.
- Evaluate adherence to established policies, procedures, and service level agreements.
- Identify areas of improvement in agent performance and provide actionable feedback.
- Prepare regular reports summarizing quality assurance findings, trends, and recommendations.
- Track and monitor performance against established targets and benchmarks.
- Identify patterns or recurring issues to support continuous improvement efforts.
- Collaborate with support team leaders and stakeholders to identify process inefficiencies and areas for improvement.
- Propose and implement process enhancements to optimize the customer support experience.
- Develop and update training materials, knowledge base articles, and resources for support agents.
- Contribute to the development and implementation of best practices for support interactions.
- Identify training needs and collaborate with the training team to develop or update training programs for support agents.
- Support the onboarding process for new support agents, ensuring they are equipped with the necessary skills and knowledge.
- Identify trends, common issues, and areas of improvement from customer feedback.
- Provide insights and recommendations to enhance the overall customer support experience.
Application Deadline: 2023-07-31