Analyst , Process Quality Operations
About the job
SummaryBy Outscal
WHAT YOU WILL BE DOING
- Monitor Support Interactions:
- Review support tickets, emails, and chat transcripts to ensure compliance with the case management processes.
- Evaluate the compliance gap
- Ensure that support responses are empathetic and personalized.
- Identify and address the excessive use of templated responses.
- Monitor the urgency demonstrated in handling support tickets.
- Ensure that high-priority issues are escalated and resolved promptly.
- Provide regular feedback and coaching to support agents based on audit findings.
- Work with the training team to develop and deliver training sessions on empathy, technical depth, and effective communication.
- Recommend improvements to support processes and workflows.
- Prepare regular reports on compliance with support quality standards.
- Analyze trends and provide insights to the VP of APAC Support and other stakeholders.
- Work closely with support teams, training departments, and technical experts to ensure continuous improvement.
- Participate in team meetings to discuss findings and drive improvements.
WHAT YOU BRING
- Bachelor’s degree in a related field or equivalent experience.
- Proven 5+ years of experience in a customer support or quality assurance role.
- Strong understanding of support processes and best practices.
- Excellent analytical and problem-solving skills.
- Exceptional communication skills, both written and verbal.
- Ability to provide constructive feedback and coaching.
- Experience with support ticketing systems and CRM software.
- Strong attention to detail and organizational skills.
- Experience in the tech industry or with technical support.
- Familiarity with root cause analysis and troubleshooting techniques.
- Knowledge of customer service metrics and KPIs.
- Empathetic and customer-focused.
- Proactive and self-motivated.
- Ability to work independently and as part of a team.
- Strong sense of urgency and ability to prioritize tasks.
About The Company
Similar Jobs
Tamil Nadu, India (On-Site)
Lisbon, Portugal (Hybrid)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Telangana, India (On-Site)
Kyiv City, Ukraine (On-Site)
Karnataka, India (On-Site)
Karnataka, India (On-Site)
Similar Skill Jobs
Ariana Governorate, Tunisia (Remote)
Metro Manila, Philippines (Hybrid)
Amman Governorate, Jordan (On-Site)
Kyiv City, Ukraine (On-Site)
Athens, Greece (Hybrid)
California, United States (Hybrid)
California, United States (Hybrid)
Berlin, Germany (On-Site)
Hessen, Germany (On-Site)
Oklahoma, United States (On-Site)
Jobs in Bengaluru, Karnataka, India
Tamil Nadu, India (On-Site)
Tamil Nadu, India (On-Site)
Tamil Nadu, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Tamil Nadu, India (On-Site)
Tamil Nadu, India (On-Site)
Data Analytics Jobs
Tamil Nadu, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Maharashtra, India (On-Site)
Karnataka, India (On-Site)
Karnataka, India (On-Site)
Karnataka, India (On-Site)
Uttar Pradesh, India (Hybrid)
Massachusetts, United States (On-Site)
