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...