Analyst - Quality Assurance - Customer Success

Overview

He/She would be developing audit parameters to drive process/SOP compliance, conducting daily audits of tickets and chats, publishing quality results and CSM feedback for improving process adherence. You’ll operate as part of the Digital Excellence team and will work closely with leaders and CSMs across teams to drive compliance and address critical process gaps. QA should meet daily audit targets, share audit feedback, publish KPIs, create a supportive relationship with the delivery teams, raise the bar for our customers, and promote a culture of ownership. The success of the role will be measured via improvement in operational metrics (SLAs, churn win back) and C-SAT scores. 

Responsibilities

• Design Quality audit parameters, audit sheets, and quality scoring mechanism in alignment with the operation’s Quality goals.
• Define and deploy industry-standard quality tools and framework in collaboration with the leadership for Digital Success
• Conduct daily quality audits and meet daily goals. Share feedback with operational leaders and CSMs.
• Report Quality KPIs, trends, leaderboards, and ad hoc reports at a service and transactions level to understand the business impact.
• Proactively identify the opportunities that address customer concerns, process gaps, inefficiencies, or emerging service requirements and recommend process and policy changes to address such problems. 
• Recommend analytics and automation approach to identify compliance issues.
• Closely collaborate with key stakeholders across functions and processes to aid SLA, C-SAT, and Churn improvements.
• Hold regular reviews with respective teams and stakeholders
• Identify areas of opportunity and recommend internal/external development programs for CSMs

Background

• Bachelor's degree
• 1-3 years experience in Customer Success or Support with experience in Transactional Quality Management
• Solid verbal, written, presentation, and interpersonal communication skills
• Knowledge of SaaS business model, SaaS technologies, and related applications
• Strong command of Microsoft Office including Excel, Word, and PowerPoint
• Proven time management skills in a dynamic support environment
• Strong attention to detail and organizational skills
• Six sigma or any Transactional Quality certification will be an added advantage