Service Quality Analyst

Sky-Analyst-Service Quality-Sky Channel-Service Quality

The Sky-Analyst will be a key member of our Sky Channel-Service Quality department, focusing on maintaining and improving call quality standards. This role involves working closely with the VRM team to provide excellent customer support and drive success through strategic audits and quality checks.

• Conduct thorough call quality audits and provide detailed feedback to the VRM team.
• Identify areas of improvement and implement strategies to enhance customer satisfaction.
• Monitor and analyze call recordings to ensure compliance with quality standards.
• Collaborate with the VRM team to develop and implement training programs for customer support staff.
• Stay updated on industry best practices and trends in customer service and call quality.
• Generate regular reports on call quality metrics and present findings to the management team.
• Work closely with the technical team to troubleshoot and resolve any call quality issues.
• Ensure a high level of customer satisfaction by promptly addressing and resolving customer queries and complaints.
• Maintain accurate records of call quality audits and customer feedback for future reference.
• Assist in developing and implementing customer success strategies to drive business growth.

• A bachelor's degree in a relevant field, such as business, customer service, or communications.
• Minimum 2 years of experience in a customer service or call center environment.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and colleagues.
• Strong analytical skills and attention to detail for conducting thorough call quality audits.
• Proficiency in using call recording and quality analysis software.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent problem-solving and critical thinking abilities.
• Familiarity with customer relationship management (CRM) systems is preferred.
• Willingness to continuously learn and adapt to new technologies and industry trends.
• A customer-centric approach and a passion for delivering exceptional customer experiences.

Experience Level

Mid Level