Quality Assurance

Job Objective

As a Customer Service Quality Assurance Analyst, your goal will be to maintain a high and consistent level of support quality across the team. You can better understand this mission by looking at your main responsibilities:

Duties and Responsibilities

The …’s tasks will include but are not limited to:

• Maintain and develop internal quality standards.

• Assess support interactions (calls, email, chat messages) based on established quality standards.

• Accompany evaluations with meaningful and constructive feedback.

• Discuss and explain feedback with agents in regular meetings.

• Analyze all customer service metrics and how the team performance affects those KPIs.

• Participate in calibration sessions to maintain consistency in internal evaluations.

• Map the need for training and onboarding programs and initiate these projects.

• Create reports that reflect department performance.

Education

Bachelor’s degree in business administration, Finance and investment, or any related field.

Qualifications and Experience:

• 2 – 5 years’ experience.
• Hands-on experience in customer service and quality assurance.
• Great communication skills and ability to provide constructive feedback.
• Good organizational skills and knowledge of goal-setting practices.
• Perception of basic business metrics and how support impacts those.
• Problem-solving capabilities to create meaningful strategies to improve support quality.

CMA Register – able Function

CME-1