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 meetings Analyse 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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A2Z Finders is aggressively hiring for the job profile of Technical Quality Analyst at Bengaluru in Banashankari Bus Station locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 40,000 INR and can go up to 45,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Bengaluru to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 08:30 PM to 05:30 AM and will have 5 working days i.e., monday - friday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Bengaluru at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 17-Dec-2021. For more details, download apna app and find Night Shift jobs in Bengaluru. Through apna, you can find jobs in 74 cities across India. Join NOW!