Customer Support QA Analyst

Company Overview:

Our client, a rapidly growing SaaS platform in the hospitality industry, is seeking a Customer Support Quality Assurance (QA) Analyst to ensure high standards across their support team. This individual will play a key role in evaluating support interactions and improving the overall customer experience through data-driven insights and feedback.

Role Responsibilities:

• Conduct regular quality assurance evaluations on customer support interactions.
• Analyze customer service data to identify trends and areas for improvement.
• Provide detailed feedback and coaching to customer support representatives.
• Develop and implement quality standards and procedures.
• Collaborate with management to define customer service metrics.
• Create comprehensive reports on quality assurance findings.
• Monitor customer interactions across various channels, including phone, chat, and email.
• Participate in training sessions to ensure adherence to quality standards.
• Assist in developing training materials for customer support staff.
• Identify training needs based on quality metrics and reviews.
• Conduct follow-up evaluations to measure improvement post-feedback.
• Engage in continuous improvement discussions with the customer support team.
• Stay updated with industry best practices in customer service quality and metrics.
• Facilitate meetings to discuss quality results and actionable insights.
• Support the development of customer service policies that enhance quality assurance.

Qualifications:

• 2+ years of experience in a customer support role.
• Proven background in quality assurance and analysis.
• Strong analytical and problem-solving abilities.
• Excellent oral and written communication skills.
• Detail-oriented with the ability to manage multiple tasks.
• Experience with customer support software and tools (Zendesk, Google sheet, etc)
• Familiarity with customer service metrics and performance indicators.
• Skilled in providing effective feedback and coaching.
• Adaptability to changing priorities and technologies.
• Ability to handle sensitive information with confidentiality.
• Strong organizational skills and commitment to quality.
• Experience in report generation and presentation.