[ref. i30346521] Senior Quality Analyst – Customer Support Team
Job Description
Job Description:
We are seeking a dedicated and experienced Senior Quality Analyst to join our Customer Support Team. As a Senior Quality Analyst, you will play a crucial role in ensuring that our customer support operations maintain the highest level of quality, efficiency, and customer satisfaction.You will be responsible for evaluating customer interactions, identifying areas for improvement, and providing actionable insights to enhance overall performance. The ideal candidate will have a strong background in quality assurance, a deep understanding of customer service best practices, and a passion for driving continuous improvement.
Key Responsibilities:
Quality Monitoring: Regularly assess customer interactions (calls, chats, emails, etc.) to evaluate adherence to company standards, policies, and customer service best practices.
Performance Analysis: Provide detailed performance feedback and reports to support agents and management, identifying strengths and areas for improvement.
Process Improvement: Work closely with the Customer Support leadership team to analyze quality trends and recommend process improvements or training initiatives to enhance service delivery.
Coaching & Development: Deliver constructive feedback and coaching to customer support agents, helping them improve their communication skills, problem-solving abilities, and customer interaction techniques.
Reporting & Documentation: Create and maintain comprehensive records of quality assessments, performance metrics, and improvement actions. Prepare regular reports for senior management to track team performance.
Stakeholder Collaboration: Collaborate with cross-functional teams (such as Training, Product, and Operations) to ensure alignment on quality standards, tools, and best practices.
Customer Feedback: Monitor and analyze customer feedback (e.g., surveys, reviews, etc.) to identify recurring issues or concerns and assist in addressing them promptly.
Compliance & Standards: Ensure that all customer interactions comply with company policies, legal regulations, and industry standards, including data privacy and confidentiality guidelines.
Qualifications:Bachelor's degree in Business, Communications, or a related field (or equivalent work experience).
Experience: 5+ years of experience in quality assurance or customer support, with at least 2 years in a senior or supervisory role.
Skills & Competencies:
- Strong knowledge of customer service processes and quality assurance methodologies.
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to provide clear, constructive feedback and coaching.
- High attention to detail with the ability to identify trends and actionable insights.
- Strong communication skills, both written and verbal.
- Proficiency in using quality monitoring tools and CRM software.
- Ability to work collaboratively in a fast-paced, dynamic environment.
Preferred Qualifications:
Certification in Quality Assurance or Six Sigma.