Platform Support Quality Analyst

4 weeks ago

bangalore, India ZeroFOX Full time

OPPORTUNITY OVERVIEW

seeks a multi-talented, quick-thinking, energetic, and client-focused Platform Support Quality Analyst to deliver the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team. 
This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active and be technically competent on the ZeroFox SaaS platform. Competitive candidates must feel comfortable working with both highly technical and non-technical disciplines to ensure that data and systems are used to effect appropriate outputs and results. The ability to create repeatable processes and identify, manage, and mitigate risks will be paramount to drive scale and extensive enterprise growth.
This team’s work will directly impact the success of ZeroFox customers and partners.

Role and responsibilities

Monitor and perform trend analysis; manage the team based on metric-driven outcomes Uphold and enhance call service and internal support quality assurance standards Perform quality checks on a subset of support agents' conversations on Zendesk (calls & emails) Evaluate customer interactions in accordance with defined quality standards Monitor customer service effectiveness at the agent and team levels Accompany evaluations with insightful and constructive feedback Document process deviation and share it regularly with analysts, team leads, and managers. Lead regular meetings to discuss and clarify feedback with agents. Assess all customer service measures (such as CSAT, FRT, and IQS) and the ways in which the performance of the support team impacts those KPIs. Develop plans for strengthening support KPIs Provide the team with detailed guidance and ongoing assistance to help them enhance their performance Determine the requirement for onboarding and training programmes and initiate these projects. Assist in the development and maintenance of the team’s Learning Management System  Build reports that illustrate the performance of the support system Report the support team’s performance to higher management in regular meetings or via email. Participate in coaching and training the team members based on the QC findings Assist Operations Team Leaders in improving performance Research, develop, and maintain run books for process improvement Support development and implementation of processes to drive efficiency

Required qualifications and skills

Hands-on experience in quality assurance; typically obtained in 3+ years Previous experience and / or relevant coursework in cyber security Examples of skills in data visualisation and a knowledge of support metrics Exceptional attention to detail and thoroughness Excellent people skills and the capacity to convey (negative) feedback The ability to solve problems and develop clever plans to raise the caliber of support. Ability to learn quickly; can grasp technical terms and concepts quickly Availability and willingness to work an alternative work schedule as needed, including partial weekends Fluency (written and spoken) in the English language Excellent verbal and written communication skills; ability to present complex concepts in a clear, concise manner. Trustworthiness, reliability and high self-motivation Interest in research and customer support A track history of producing excellent work while meeting aggressive deadlines

Benefits

Competitive compensation Community-driven culture with employee events Generous time off  Best-in-class benefits Fun, modern workspace Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

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