Quality Analyst (Customer Support) - CureFit

Job Description

Job Overview:

Quality Analyst is expected to ensure the quality and accuracy of non-voice customer interactions such as emails, chats, social media, and Voice Audits.

Primary responsibility will be to audit and evaluate customer support agents interactions to ensure they meet the companys quality standards. The role requires an analytical mind, keen attention to detail, and strong communication skills to provide constructive feedback and improve customer satisfaction.

Key Responsibilities:

• Conduct detailed audits of non-voice customer interactions (emails, Chat, social media) and Voice Audits.
• Evaluate customer support interactions for tone, professionalism, accuracy of information, and compliance with company procedures.
• Compile and maintain reports on the quality of non-voice interactions, including scorecards and trends.
• Share findings with the leadership team and recommend strategies for performance improvement.
• Provide data-driven insights to improve quality standards and processes.
• Proactively identify areas for improvement in both customer interactions and internal processes.
• Conduct periodic refresher training sessions to keep agents updated on company processes and quality expectations.
• Work closely with the customer service team and other stakeholders to maintain a consistent, high-quality customer experience.
• Ability to interpret data and generate meaningful reports.
• Provide regular performance evaluations and coaching to agents based on audit results.

2+ years of experience in a quality assurance or quality analysis role, specifically within a non-voice (email/chat) customer support environment.

Skills Required:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to provide constructive feedback and coaching.
• Data Analysis
• Report Generation