customer support analyst

shine systems

<div>Security Clearance Requirement: TS/SCI CI Poly 
 
Position Description:
 
E-volve Technology Systems, Inc. is hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting. 
 
Responsibilities: 
<ul><li>
Deliver timely on-site support to customers</li><li>
Provide end-user support and liaise with management on system-related matters</li><li>
Ensure smooth transaction processing</li><li>
Develop and troubleshoot sql queries</li><li>
Demonstrate expertise in federal acquisition processes</li><li>
Collaborate closely with the program management office team to facilitate end-of-fiscal-year activities</li><li>
Assist the government customer in monthly account reconciliation</li><li>
Contribute to the development and updates of Standard Operating Procedures (SOPs) and program documentation as necessary</li><li>
Provide expert-level support in brown bag sessions for financial system users</li><li>
Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently</li><li>
Monitor and maintain system performance, identifying areas for improvement and implementing solutions</li><li>
Conduct thorough root cause analysis for recurring issues to prevent future occurrences</li><li>
Document all support activities, including resolutions, for future reference and knowledge sharing</li><li>
Coordinate with external vendors and contractors to address technical issues and implement upgrades</li><li>
Act as a liaison between technical teams and end-users to ensure effective communication and problem resolution</li></ul>
Education and Qualifications: 
<ul><li>
U.S. citizenship</li><li>
Current TS/SCI security clearance</li><li>
Current CI Polygraph or eligibility to obtain CI Polygraph</li><li>
Proficiency in providing Tier 2-3 Service Desk support</li><li>
Ability to thrive in a fast-paced environment</li><li>
Exceptional customer service skills with the ability to multitask</li><li>
Excellent communication abilities</li><li>
Capability to spearhead testing initiatives for releases when required</li></ul>
Preferred Experience: 
<ul><li>
Prior experience as a Budget Analyst supporting federal systems preferred</li><li>
Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems</li><li>
Knowledge of Defense Travel transaction processes is a plus</li></ul></div>

Customer Support Analyst

NielsenIQ

<div>Company Description 
NIQ is the world&rsquo;s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights&mdash;delivered with advanced analytics through state-of-the-art platforms&mdash;NIQ delivers the Full View&trade;.
NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world&rsquo;s population. For more information, visit NIQ.com. 
Job Description 
Jr. Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience.
RESPONSIBILITIES:<ul><li>
The person will execute, monitor, and continuously improve the delivery management and service related tasks assigned to the workstream as report, database management, and data quality checks.</li><li>
He/she will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables&rsquo; quality &amp; efficiency.</li><li>
Delivering Snapshots/data extract as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan.</li><li>
Responsible for Triaging of customer queries/ request (data, resolution, snapshots)) across markets and customer category groups and tracking actions for improvement as needed</li><li>
Working closely with other NielsenIQ teams to identify resolutions.</li><li>
Work in partnership with stipulated market&rsquo;s Customer Service teams in accordance with defined Job Aids and Process Design.</li><li>
Adhere to Performance KPIs to improve quality performances (on time delivery and data accuracy) and maintain work discipline.</li><li>
Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.</li></ul> 
A LITTLE BIT ABOUT YOU
A successful Jr. Customer Support Analyst manages 1- 5 customers and/ or one NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of snapshots/ decks and effective change management in order to standardize and automate the deliverables. She/ He is expected to identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience. 
Qualifications 
<ul><li>
Bachelors Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers</li></ul><ul><li>
Analytical skills and aptitude for data and operational processes</li><li>
Good organization skills, meeting deadlines, and team player</li><li>
Project management aptitude (critical path, task sequencing, problem solving, etc.)</li><li>
Skew towards accuracy, proactivity and attention to details</li><li>
English language proficiency: writing and verbal</li></ul>
SOFT SKILLS<ul><li>
Communicate clearly with customers</li><li>
Ability to translate technical details from different customer contexts</li><li>
Build network relationships in multi-cultural environment</li><li>
Troubleshooting using Influencing skills</li><li>
Ability to work under pressure and ask for support when required</li><li>
Logical skills</li></ul> 

Additional Information<div></div> 
Our Benefits<ul><li>
Flexible working environment</li><li>
Volunteer time off</li><li>
LinkedIn Learning</li><li>
Employee-Assistance-Program (EAP)</li></ul>

About NIQ
NIQ is the world&rsquo;s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights&mdash;delivered with advanced analytics through state-of-the-art platforms&mdash;NIQ delivers the Full View&trade;. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world&rsquo;s population.
For more information, visit NIQ.com
Want to keep up with our latest updates?
Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion</div>

Jr. Customer Support Analyst

UC San Diego Health

<div><div>Other
 
San Diego, CA 92093, United States
</div><div></div><div><div><div><div><div>Payroll Title:</div>
BUS TCHL SUPP ANL 2 TX
<div>Department:</div>
INFORMATION SERVICES
<div>Hiring Pay Scale</div>
$30.01 - $48.28 / Hour
<div>Worksite:</div>
Various
<div>Appointment Type:</div>
Career
<div>Appointment Percent:</div>
100%
<div>Union:</div>
TX Contract
<div>Total Openings:</div>
1
<div>Work Schedule:</div>
Variable, 8 hour shifts, Sunday - Saturday; Variable
</div></div></div><div><div><div><h2 class="jobSectionHeader">#137434 IS Customer Support Analyst</h2>
Filing Deadline: Tue 11/25/2025</div><div>
</div><div></div><div> 
UC San Diego values and welcomes people from all backgrounds. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply. 
 
</div><div><div>UCSD Layoff from Career Appointment: Apply by 11/13/25 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 11/25/25. Eligible Special Selection clients should contact their Disability Counselor for assistance.</div><div>
Candidates hired into this position will work 100% onsite.</div><h1 class="jobSectionHeader">
DESCRIPTION</h1>
We are looking for a highly skilled and customer-oriented professional to join our Information Services (IS) team as a Customer Support Services Analyst. This role is essential in providing top-notch technical support across a wide range of IS services, including both hardware and software applications. The ideal candidate will deliver a mix of on-site and remote support, ensuring that our users receive prompt, effective assistance whether they are in the office or working remotely. This position involves both Field Support and Service Desk functions, making it a critical component of our IS service delivery model.
Key Responsibilities:
Customer Service:<ul><li>
Serve as the first point of contact for IS support requests, with a strong emphasis on providing exceptional customer service and ensuring a positive user experience.</li><li>
Assist users with navigating and troubleshooting a variety of software applications and hardware, providing clear and effective guidance.</li><li>
Prioritize and manage a high volume of support tickets, ensuring that all issues are resolved quickly and to the user's satisfaction.</li><li>
Maintain a customer-centric approach, ensuring that all interactions are handled with empathy and professionalism.</li></ul>
Technical Support:<ul><li>
Provide comprehensive technical support for hardware, software, and network-related issues, including desktops, laptops, mobile devices, peripherals, and enterprise applications.</li><li>
Diagnose and resolve software and application issues, ensuring that all installed applications are functioning optimally for end-users.</li><li>
Facilitate software installations, updates, patches, and troubleshooting to minimize disruptions to end-user productivity.</li><li>
Deliver a mix of on-site and remote support, efficiently addressing technical challenges.</li></ul>
Systems and Tools Management:<ul><li>
Configure, install, and maintain computer systems and applications, ensuring that all software is up-to-date and secure.</li><li>
Assist in the deployment of new software tools and systems, ensuring seamless integration and operation within the existing IS infrastructure.</li><li>
Conduct routine system checks and performance monitoring to proactively identify and address potential issues.</li><li>
Work closely with other IS teams to manage system dependencies and ensure smooth operation of enterprise-wide applications.</li><li>
Ability to use a variety of support tools to enhance support capabilities and improve end-user experience.</li></ul>
Training and Documentation:<ul><li>
Provide one-on-one training to end-users on new and existing software applications and tools.</li><li>
Contribute to the development of knowledge base articles to streamline support processes and improve user self-service capabilities.</li></ul>
Collaboration and Communication:<ul><li>
Work closely with other IT teams, including software developers and system administrators, to resolve complex issues and implement effective solutions.</li><li>
Communicate effectively with users to understand their needs, troubleshoot issues, and provide clear and actionable solutions.</li><li>
Act as a liaison between end-users and higher-level technical support when necessary, ensuring that complex issues are escalated and resolved appropriately.</li><li>
Communicate effectively with non-technical stakeholders, providing regular updates on the status of support requests and ongoing issues.</li></ul><h1 class="jobSectionHeader">
MINIMUM QUALIFICATIONS</h1><ul><li>
Six (6) years of related experience, education/training, OR a Bachelor&rsquo;s degree in related area plus two (2) years of related experience/training.
</li><li>Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.</li><li>
Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.</li><li>
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.</li><li>
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.</li><li>
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.</li><li>
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.</li><li>
Advanced skill at creating technical documentation for complex processes and applications.</li><li>
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.</li><li>
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
</li><li>Demonstrates problem-solving skills.</li><li>
Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.</li><li>
Effective skills at technical and administrative work direction.</li><li>
Working knowledge of desktop and business / technical support systems.</li><li>
Demonstrated judgment to delegate / escalate issues appropriately.</li></ul><h1 class="jobSectionHeader">
PREFERRED QUALIFICATIONS</h1><ul><li>
Proven ability to provide exceptional customer service in a high-volume, fast-paced environment.</li><li>
Excellent problem-solving skills, with the ability to troubleshoot and resolve a wide range of technical issues.</li><li>
Strong understanding of software troubleshooting, including experience with a variety of enterprise applications and operating systems.</li><li>
Demonstrate critical and analytical skills, with a focus on delivering solutions that enhance user satisfaction.</li><li>
Experience working in a fast-paced, high-volume call center or support environment is highly desirable.</li><li>
Demonstrate meticulous attention to detail, ensuring that every interaction and resolution is handled with precision and care.</li></ul><h1 class="jobSectionHeader">
SPECIAL CONDITIONS</h1><ul><li>
Must be able to work various hours and locations based on business needs.</li><li>
Employment is subject to a criminal background check and pre-employment physical.</li></ul><div>
Pay Transparency Act
Annual Full Pay Range: $62,661 - $100,809 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $30.01 - $48.28
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).</div></div><div></div><div> 
</div><div></div><div> 
If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements. 
 
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable. 
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community. 

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
For the University of California&rsquo;s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination 
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.</div></div></div></div></div>
 <div><h2 class="jobSectionHeader">Job Details</h2>
<div><div>Date Posted</div>
11/10/2025</div></div><div></div>

IS Customer Support Analyst

noon

<div>
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Senior Business Analyst who can help us move even faster.
 
 
 
 
 
 
 noon&rsquo;s mission: Every door, every day.
 
 
 
 
 
 
 
 What you'll do:
 
 
 
 Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 
 
 
 
 
 The Senior Business Analyst will be a critical part of the Customer Service/Customer Experience team, responsible for leveraging advanced data analysis to identify opportunities, define business requirements, and drive key strategic projects that improve the customer journey, enhance operational efficiency, CS operations KPI and increase customer loyalty and retention. This role serves as the essential bridge between the Customer Service operations, Product/Tech teams, and senior leadership.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 Data Analysis &amp; Insights:
 
 <ul>
 <li>
 Conduct deep-dive, end-to-end analysis on massive, complex, multi-dimensional customer service datasets (e.g., ticket volume, contact drivers, resolution time, CSAT/NPS, operational costs) for all Business units in noon &ndash; noon, noon in Minutes, Namshi, NowNow and noon food
 </li>
 <li>
 Identify trends, patterns, and root causes of customer friction, operational bottlenecks, and pain points in the customer journey across various channels (chat, email, voice, self-service).
 </li>
 <li>
 Translate complex data findings into clear, concise, and actionable business recommendations for product, operations, and leadership teams.
 </li>
 </ul>
 
 
 
 
 Stakeholder &amp; Project Management:
 
 <ul>
 <li>
 Partner with cross-functional teams (Product, Engineering, Operations, Growth, Finance) to define and document functional and technical requirements for customer service-related initiatives (e.g., self-service tool development, automation projects, CRM enhancements).
 </li>
 <li>
 Lead discussions with senior management to prioritize projects based on analytical business cases (ROI, impact on customer experience and cost savings).
 </li>
 <li>
 Act as the Subject Matter Expert (SME) for customer service data and processes during project implementation, ensuring technical solutions align with business needs.
 </li>
 </ul>
 
 
 
 
 Reporting &amp; Measurement:
 
 <ul>
 <li>
 Design, develop, and maintain automated dashboards, reports, and key performance indicators (KPIs) using BI tools - Power BI, google dashboards, tableau etc to track the health of customer service operations and the impact of implemented changes.
 </li>
 <li>
 Define the measurement framework for new features, products, and process changes to ensure clear and consistent evaluation of success.
 </li>
 <li>
 Lead A/B testing and experimentation efforts to validate hypotheses and measure the effectiveness of operational and product changes on customer outcomes.
 </li>
 </ul>
 
 
 
 
 Process Improvement &amp; Innovation:
 
 <ul>
 <li>
 Develop and implement forecasting models for contact volume and resource planning.
 </li>
 <li>
 Drive the adoption of data-driven decision-making within the customer service and operational teams.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 
 
 
 
 
 Technical Expertise (Must-Have)
 
 
 <ul>
 <li>
 8+ years of experience in a Business Analyst, Senior Data Analyst, or similar analytical role, preferably within an e-commerce, quick commerce, retail, or fast-paced logistics/service company.
 </li>
 <li>
 Expert proficiency in SQL for querying, manipulating, and analyzing large, complex datasets (experience with writing complex queries, joins, window functions is essential).
 </li>
 <li>
 Demonstrable expertise with data visualization tools such as Tableau, Power BI, or similar BI platforms for dashboard creation and reporting.
 </li>
 <li>
 Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data modeling).
 </li>
 <li>
 Solid foundation in statistical analysis and probability (e.g., hypothesis testing, regression analysis, statistical significance).
 </li>
 </ul>
 
 
 
 
 
 Core Competencies
 
 
 <ul>
 <li>
 Exceptional Problem-Solving and Analytical Skills: Ability to break down ambiguous business problems into structured analytical components and deliver practical, impactful solutions.
 </li>
 <li>
 Strong Business Acumen: Deep understanding of customer service operations, metrics (CSAT, NPS, AHT, FCR, cost per contact), and how they impact the overall e-commerce business.
 </li>
 <li>
 Communication and Stakeholder Management: Excellent verbal and written communication skills with the ability to clearly articulate complex technical insights to non-technical business leaders and influence data-backed decisions.
 </li>
 <li>
 Ownership &amp; Drive: Proven ability to work independently, manage multiple priorities in a fast-paced environment, and take end-to-end ownership of deliverables.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Bachelor's or Master's degree in Business Administration, Engineering, Computer Science, Economics, Statistics, or a related quantitative field.
 </li>
 <li>
 Familiarity with e-commerce platforms or Customer Relationship Management (CRM) systems and data structures.
 </li>
 <li>
 Knowledge of Agile methodologies and experience working within a product development lifecycle.
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
</div>

Senior Customer Support Operations Analyst

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 UAE
 
 
 
 
 Description
 
 
 
 About the role
 
 As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
 
 
 A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
 
 
 
 
 
 Key Responsibilities
 
 
 
 Process Optimization:
 <ul>
 <li>
 Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
 </li>
 <li>
 Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
 </li>
 <li>
 Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
 </li>
 </ul>
 Formalized Workflow Documentation:
 <ul>
 <li>
 Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
 </li>
 <li>
 Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
 </li>
 <li>
 Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
 </li>
 </ul>
 Cross-Functional Collaboration:
 <ul>
 <li>
 Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
 </li>
 <li>
 Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 
 Education:
 
 
 
 
 Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
 
 
 
 Experience:
 
 <ul>
 <li>
 Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
 </li>
 <li>
 Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
 </li>
 </ul>
 
 
 Technical Skills:
 
 <ul>
 <li>
 Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
 </li>
 <li>
 Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
 </li>
 <li>
 Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
 </li>
 </ul>
 
 
 Soft Skills:
 
 <ul>
 <li>
 Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
 </li>
 <li>
 Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
 </li>
 <li>
 Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
 
 </li>
 </ul>
 This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
</div>

Process Analyst, Customer Experience

Concentrix

<div>
 Job Title:
 
 
 Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
 
 
 
 Job Description
 
 
 
 PREFERRED CANDIDATE QUALIFICATIONS &ndash;
 
 
 <ul>
 <li>
 CURRENTLY AVAILABLE IN THE UAE.
 </li>
 <li>
 CAN JOIN IMMEDIATELY.
 
 
 </li>
 </ul>
 As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers&rsquo; experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company&rsquo;s standards of performance &mdash;a Scorecard. This may include assessing Advisors&rsquo; demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
 
 
 Without your expertise, the management team may not understand where it&rsquo;s going wrong and struggle to achieve the level of service to which it has agreed with the client.
 
 
 You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
 
 
 
 Essential Functions / Core Responsibilities
 
 
 
 <ul>
 <li>
 Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
 </li>
 <li>
 Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
 </li>
 <li>
 Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
 </li>
 <li>
 Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
 </li>
 <li>
 Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
 </li>
 <li>
 Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees&rsquo; and customers&rsquo; experience.
 </li>
 <li>
 Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
 </li>
 <li>
 Prepare reports capturing service quality trends and variances for the team / department.
 
 
 </li>
 </ul>
 
 CANDIDATE PROFILE
 
 
 
 You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
 
 
 <ul>
 <li>
 2+ years&rsquo; experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
 </li>
 <li>
 A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
 </li>
 <li>
 Strong Communication and Interpersonal skills.
 </li>
 <li>
 Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
 </li>
 <li>
 Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA&rsquo;s, coaching, appraisals, etc.
 </li>
 <li>
 Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
 </li>
 <li>
 Empathetic approach and mindset.
 </li>
 <li>
 Genuine curiosity and desire to understand and to know why.
 </li>
 <li>
 Proficiency with technology, especially computers, software applications, and phone systems.
 </li>
 <li>
 Comfortable in working with individuals and team/s remotely.
 
 
 </li>
 </ul>
 
 Disclaimer
 
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 
 
 Language Requirements:
 
 
 Arabic (Required), English (Required)
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581849
 
</div>

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Alar Solutions LLP

Job Description: Voice &ndash; AnalystKey Responsibilities:Answering incoming calls from customers in a professional and courteous manner.Listening actively to customers and asking probing questions to fully understand their needs and concerns.Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.Documenting all customer interactions and details of inquiries, issues.Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.Requirements:Excellent verbal and written communication skills in English.Previous experience in a customer service and sales role.Ability to multitask, prioritize, and manage time effectively.Strong problem-solving skills and the ability to think on your feet.Comfortable working in a fast-paced environment.Flexibility to work in rotational shifts, including evenings, weekends, and holidays.Familiarity with basic computer skills and knowledge of CRM systems.Education:Bachelor's degree in any field is preferred.Job Type: Full-timePay: &#8377;18,000.00 - &#8377;22,000.00 per monthBenefits:<ul><li>Cell phone reimbursement</li><li>Health insurance</li></ul>Work Location: In person

Voice-Analyst

Search 10000+ Customer support analyst jobs near you this November. New roles added regularly across leading industries. Apply today.