Role Objective
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of the operators. The QA will monitor inbound calls, chats and emails responses to assess associates’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. Assist in developing, creating and implementing customer support quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
Role & Responsibilities
- Maintain and develop internal support and customer support quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, etc) on CRM
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents when required.
- Analyse all customer service metrics and how the support team’s performance affects those KPIs
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Assess agent interaction from all company compliance point of view
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner
- Mentor junior QAs or new joiners and contribute towards QA best practices, calibration guides, and case libraries.
- Identify Process Gaps and Recommend Improvements
- Conduct in-depth analysis of dissatisfaction surveys to uncover systemic issues and guide corrective actions
Skills & Experience
- 2+ yrs of work experience in the customer service industry
- Excellent communication skills
- Experience in contact centre (voice and non-voice) will be added advantage
- Should be flexible to work in shifts
- Hands-on experience in quality assurance
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledgeable in goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Should be well versed with latest MS-Office (Word, Excel, PPT) and all Google platforms.