Quality Assurance Analyst

As a Quality Assurance Specialist in Customer Service, you will play a critical role in ensuring our commitment to excellence in service delivery. Your knowledge will be essential in maintaining consistent service standards, enhancing agent performance, integrating valuable customer feedback, and ultimately elevating customer satisfaction and loyalty. This role is influential in aligning our service operations with organizational objectives and exceeding customer expectations.

RESPONSIBILITIES:

· As a Quality Assurer, your role involves incorporating customer feedback and complaints into improvement processes. By analysing customer issues, you will identify recurring problems and collaborate with relevant departments to develop effective solutions.

· Monitoring performance through Quality Assurance metrics such as average handling time, first contact resolution rate, and customer satisfaction scores will be essential. These metrics will guide you in identifying areas for enhancement and ensuring ongoing improvement.

· Your responsibility extends beyond monitoring; you will actively drive continuous improvement initiatives. By pinpointing trends and root causes of issues, you will lead efforts to implement corrective actions and preventive measures across teams.

· Your goal as a Quality Assurer is to elevate overall customer satisfaction levels. Ensuring that interactions consistently meet or exceed expectations will contribute significantly to fostering positive customer experiences and cultivating customer loyalty.

· Conduct quality assurance evaluations of service desk interactions, including calls, tickets, chats, and emails, to assess agent performance and customer satisfaction.

· Develop and implement QA processes, standards, and guidelines to improve service delivery and ensure consistency.

· Create and execute test cases and scripts to identify issues, bugs, or gaps in service desk processes and systems.

· Provide constructive feedback and coaching to service desk agents based on QA evaluations, focusing on areas for improvement and adherence to service level agreements (SLAs).

· Collaborate with service desk managers and team leaders to communicate QA findings, trends, and recommendations for process enhancements.

· Document QA findings, generate reports, and track metrics related to agent performance, customer feedback, and service desk efficiency.

· Participate in continuous improvement initiatives and projects to enhance service desk operations and customer experience.

· Stay updated with industry trends and best practices in IT service management and customer support.

· Design and deliver training sessions and workshops on QA best practices, testing methodologies, and new technologies to internal teams.

REQUIREMENTS:

· Proven 3-5 years' experience in a Quality Assurance Analyst role within a service desk environment.

· Strong understanding of IT service management principles, processes, and tools.

· Experience in evaluating customer service interactions and providing feedback to improve quality and efficiency.

· Excellent analytical and problem-solving skills with attention to detail.

· Effective communication skills with the ability to collaborate across teams and levels within the organization.

· Experience in designing and delivering training sessions or workshops is highly preferred.

· Knowledge of QA methodologies, tools, and techniques.

· Certifications such as ITIL Foundations or similar would be advantageous.

· Excellent verbal, written and interpersonal communication skills (Creative ability & writing proficiency)

· Exceptional listening and analytical skills

· Outstanding customer service skills and dedication to providing exceptional customer care

· Must be self-motivator and self-starter

· Focus on quality and customer service

· Solid time management skills

· Must be able to effectively deal with people at all levels inside and outside of the Company

· Ability to multitask and successfully operate in a fast paced, team environment

· Must adapt well to change and successfully set and adjust priorities as needed

· Perform effectively in high-pressure environments

· Ability to analyse complex systems and identify potential issues or areas for improvement.

· Strong problem-solving skills to troubleshooting issues.

· Familiarity with various testing methodologies and proficiency in testing tools e.g. call monitoring software, ticketing system, quality assurance scorecards, Customer feedback tools.

Job Types: Full-time, Permanent

Work Location: In person