Technical Quality Analyst

6 months ago

Bengaluru, India BETSOL Full time

Description

As a Quality Analyst in Support Services team, the goal of the right candidate is to maintain a high and consistent level of support quality across all clients. The primary aim of this resource will be to ensure customers always get excellent treatment.

Key Highlights of the Job:

Review and Resolve Escalations If a service team member is unable to resolve a customer’s question or complaint, they usually escalate the call to a service quality team. The team will then then identify a solution to the customer’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied. Evaluate Team Members The right candidate for this role will be required to conduct daily reviews and evaluations of team members. The quality analyst will monitor employee performance and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance. The quality analyst may also make recommendations to their respective Team Lead / Mangers if an employee is consistently not meeting expectations.


Support Process Improvement
Quality Analyst improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. They may gather data related to customer contact and interactions and use this data to prepare reports and analyses of
which processes are working and which can be improved.


Train New Hires
Quality Analysts will be responsible to train new hires in their departments. They work closely with new team members to instruct them on company and client policies and best practices for resolving customer issues. Additionally, quality analysts monitor new team
members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.

Core Job Responsibilities:

Maintain and develop internal support process quality standards Review a subset of support agents’ conversations (chat, e-mails, tickets, etc.) Assess support interactions based on process standards Accompany evaluations with meaningful and constructive feedback Discuss and explain feedback with agents in regular meetingsAnalyse all customer service metrics (e.g. CSAT, FCR, NPS, etc.) 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 on boarding programs and initiate these projects Monitor customer service performance on the agent and team level Create reports that reflect support performance Report support team’s performance to higher-ups Participate in calibration sessions to maintain consistency in internal evaluations

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