Analyst , Process Quality Operations

The Support Quality Compliance Agent will be responsible for ensuring adherence to the case management practices established by the management. This role also involves monitoring, analysing, and reporting on support interactions to ensure timely, and empathetic responses. The agent will also be responsible for identifying areas for improvement and working with the support team to implement best practices.

WHAT YOU WILL BE DOING

• Monitor Support Interactions:
• Review support tickets, emails, and chat transcripts to ensure compliance with the case management processes.
• Evaluate the compliance gap




Soft skills Quality:

• Ensure that support responses are empathetic and personalized.
• Identify and address the excessive use of templated responses.




Urgency and Escalation:

• Monitor the urgency demonstrated in handling support tickets.
• Ensure that high-priority issues are escalated and resolved promptly.




Continuous Improvement:

• Provide regular feedback and coaching to support agents based on audit findings.
• Work with the training team to develop and deliver training sessions on empathy, technical depth, and effective communication.
• Recommend improvements to support processes and workflows.




Reporting and Analysis:

• Prepare regular reports on compliance with support quality standards.
• Analyze trends and provide insights to the VP of APAC Support and other stakeholders.




Collaboration:

• Work closely with support teams, training departments, and technical experts to ensure continuous improvement.
• Participate in team meetings to discuss findings and drive improvements.

WHAT YOU BRING

• Bachelor’s degree in a related field or equivalent experience.
• Proven 5+ years of experience in a customer support or quality assurance role.
• Strong understanding of support processes and best practices.
• Excellent analytical and problem-solving skills.
• Exceptional communication skills, both written and verbal.
• Ability to provide constructive feedback and coaching.
• Experience with support ticketing systems and CRM software.
• Strong attention to detail and organizational skills.




Preferred Qualifications:

• Experience in the tech industry or with technical support.
• Familiarity with root cause analysis and troubleshooting techniques.
• Knowledge of customer service metrics and KPIs.




Personal Attributes:

• Empathetic and customer-focused.
• Proactive and self-motivated.
• Ability to work independently and as part of a team.
• Strong sense of urgency and ability to prioritize tasks.