Analyst (Non-Voice)

Job Summary

• Responsible for driving accuracy for Customer Service and Back office requirements ,performing quality audits and analysis for the project.
• Quality Audits of Customer Service chat Transactions , tickets received from chat
• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance
• Perform quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
• Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis
• Support team manager to identify and implement workflow gaps and areas for process improvement opportunities
• Maintain knowledge management material, training content and change management for their Support domain.
• Provide Feedback to Service Desk Agents based on Quality checklist parameters
• Work with Process Manager for identifying training needs and requirements in case of employees not performing well

Key Responsibilities

• Responsible for driving accuracy for Customer Service and Back office requirements ,performing quality audits and analysis for the project.
• Quality Audits of Customer Service chat Transactions , tickets received from chat
• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance
• Perform quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
• Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis
• Support team manager to identify and implement workflow gaps and areas for process improvement opportunities
• Maintain knowledge management material, training content and change management for their Support domain.
• Provide Feedback to Service Desk Agents based on Quality checklist parameters
• Work with Process Manager for identifying training needs and requirements in case of employees not performing well

Skill Requirements

• Concern for Quality : Achieves end-user satisfaction by using effective measurements
• Work experience in a Technical Support and Customer Service process will be preferred
• Client SLAs and internal metrics : Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.
• Understand and be able to implement performance improvement methodologies
• Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
• Good communication and presentation skills / customer interaction
• Good Analytical Skills

Other Requirements

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