L1 Support Quality Analyst(QA)-internal vacancy

Published Date: 2026-08-23
Application Deadine: 2026-08-30

Number of Vacancy(ies): 1
Qualification: Bachelor's degree in IT, Engineering, or a related field.
Experience: Previous experience in a customer support or quality assurance role.
Contract of Employment: 9:30 am to 5:30 pm
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:
  • Strong knowledge of customer service principles and best practices.
  • Excellent attention to detail and ability to analyze data effectively.
  • Strong verbal and written communication skills.
  • Proficiency in using customer support tools and CRM systems.
  • Ability to provide constructive feedback and coaching.
  • 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:

1. Quality Evaluation and Monitoring

  • 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 (SLAs).
  • Identify areas of improvement in agent performance and provide actionable feedback.

2. Reporting and Analysis

  • Prepare regular reports summarizing quality assurance findings, trends, and recommendations.
  • Identify patterns or recurring issues to support continuous improvement efforts.
  • Maintain and update the APS (Agents Performance Scoreboard) to track individual and team performance.
  • Generate detailed reports from APS to assess trends, agent effectiveness, and training needs.

3. Process Improvement

  • Collaborate with support team leaders / Supervisors 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.

4. Training and Coaching

  • Identify training needs and collaborate with the training team to develop or update training programs for support agents.
  • Provide feedback and coaching to improve agent communication, technical knowledge, and problem-solving skills.
  • Support the onboarding process for new support agents, ensuring they are equipped with the necessary process, skills and knowledge.

5. Customer Experience Enhancement

  • Identify trends, common issues, and areas of improvement from customer feedback.
  • Provide insights and recommendations to enhance the overall customer support experience.

 
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