Job Description

Description

As a Quality Analyst in Support Services team, the goal of the right candidate is to maintain a high and consistent level of support quality across all clients. The primary aim of this resource will be to ensure customers always get excellent treatment.

Key Highlights of the Job:

  • Review and Resolve Escalations
  • If a service team member is unable to resolve a customer’s question or complaint, they usually escalate the call to a service quality team. The team will then then identify a solution to the customer’s query or directs them to another department that can provide assistance.
  • Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
  • Evaluate Team Members
  • The right candidate for this role will be required to conduct daily reviews and evaluations of team members.
  • The quality analyst will monitor em...

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