Quality Control Analyst

IFS
22 days ago
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1 Applied
Expires on: Mar 06 2024
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Ref.No 00005052

Description

What You'll Do:

As a Quality Control Analyst, you'll play a pivotal role in upholding and enhancing quality standards within our Customer Support organization. Your focus will revolve around overseeing the quality of team members, processes, and technologies.

  • Perform comprehensive quality reviews and provide actionable feedback to CS management for targeted coaching opportunities, ensuring continual improvement.
  • Monitor team performance metrics to evaluate output quality and enhance the customer experience, identifying trends and devising training strategies for the entire team.
  • Lead projects to streamline cross-team and cross-department processes, addressing workflow gaps to drive efficiency and cost savings.
  • Conduct routine quality reviews based on customer feedback and trends.
  • Ensure maintenance of high customer response quality standards across the organization.
  • Generate prescriptive feedback by analyzing performance metrics for individual team members and coordinating coaching initiatives.
  • Own or contribute to CS technology-related project work (Salesforce, Talk Desk, Qualtrics, etc.).
  • Support testing, communication, and implementation of CS technology improvements and process enhancements.
  • Research and recommend strategies for time and cost savings.
  • Oversee NPS and CSAT survey processes and associated metrics.
  • Stay updated on new products and their impact on team and customer experiences.
  • Maintain and update knowledge base as needed.
  • Perform additional duties as assigned.

What You'll Bring:

  • 3+ years of successful experience in Customer Support or technical/application support, preferably within Software as a Service (SaaS).
  • 1+ years of quality-related experience in a customer-facing environment (e.g., case monitoring, CRM technology, CSAT surveys).
  • Advanced technical proficiency, preferably in SaaS products, software technologies, system functionality, and data file processing.
  • Proficiency in Salesforce with the ability to recommend workflow enhancements.
  • Dedication to elevating support standards and methodologies.
  • Strong attention to detail.
  • Experience with defined operating protocols, system processes, and service level agreements (SLAs).
  • Proven mentorship skills and ability to deliver constructive feedback.
  • Excellent interpersonal, verbal, and written communication abilities.
  • Self-motivated with a positive team player mentality.
  • Bachelor's Degree preferred.
Skills
Salesforce
Customer Support
Industry Sector