Support Quality Analyst

Published Date: 2023-07-21
Application Deadine: 2023-07-31

Qualification: Bachelors in IT or Engineering
Experience: Previous experience in a customer support or quality assurance role is preferred
Contract of Employment: Full-time
Job Location: Head Office- Jawalakhel

Skills and Knowledge:
  • Strong knowledge of customer service and best practices.
  • Excellent attention to detail and ability to analyze data effectively.
  • 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.