Support Quality Analyst

Support Quality Analyst

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Previous experience in a customer support or quality assurance role.
Contract of Employment: Full-time
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:

Department: Customer Service and Support Department (CSSD)

Reports To: CSSD HOD

Job Summary:

The Support QA role is responsible for ensuring the quality and effectiveness of customer support interactions, processes, and systems within an organization. They perform detailed evaluations of customer interactions, identify areas for improvement, provide feedback to support associate experts, and contribute to the overall enhancement of the customer support experience.

Major Skills:

• Strong knowledge of customer service and best practices.
• Excellent attention to detail and ability to analyze data effectively.
• Proficient in Excel.
• 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: 2024-06-22