Quality Analyst

Job description

Job Title: Quality Analyst

Role Summary

Our team is all about focusing on Content Partner Operations.

Roles and Responsibilities

Duties of the QA include but are not limited to:

● Perform Quality Audit for all segments

● Perform Root Cause Analysis for low satisfaction surveys

● Provide constructive feedback to agents on a regular basis

● Identify knowledge gaps/improvement opportunities through QA/RCA analysis and work with leads to formulate action plan

● Flag any persistent substandard quality support to Leads

● Sync with trainer to build refresher trainings

● Emphasis on driving high customer satisfaction and resolution for the team

● Act as technical point of contact for troubled cases with imminent or ongoing feedback

● Support Leadership in escalations from a Quality point of view

● Liaise with management and stakeholders for innovation, process and product improvements

● Support in the implementation of global innovative solutions for product and team performance improvement

● Coach and mentor the team in areas of product expertise

● Support on customised training in areas of product

● Create a culture of quality and excellence within the team

● Outline process improvements

● Exceed customer satisfaction

Desired profile

Qualifications :

Required Skills/Competencies/Experience

● Fluency in English plus excellent native-level written and verbal communication skills in language of support, with minimum 2 years' experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)

● Strong communication skills:

○ Facility to successfully manage to deliver difficult feedbacks and turn it into a positive experience

○ Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

○ Must be able to grasp complex and sometimes technical concepts, and relate them to our users in an easily understandable way

○ Ability to communicate complex issues in a friendly and easy to understand format

● Analytical, problem solving skills, critical and creative thinking, combined with significant attention to detail

● Coaching mindset. Strong coachee focus with the desire to help and put agents first. Ability to empathize and relate to agents is key to this role

● Tech-savvy, should be regular user of video sharing platforms, cloud storage solutions and online forums

● Knowledge about monetizing content on the video sharing platform

● Internet savvy, understand the players in this space

● Digital literacy, ability to troubleshoot complex issues

● Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes

● Aptitude to document clear workflow documents and a variety of analysis reports

● Enthusiastic and communicative team player skills, with ability to mentor and coach other team members

● Experience with prioritizing multiple tasks in a fast paced and ambiguous environment

● Ability to work in a fast-paced, collaborative and constantly evolving environment

● Strong work ethic and ability to work with minimal supervision

● Ability to work under pressure

● Aptitude to support TL on workload management tasks by understanding urgency, customer temper, impact and priorities on requests at a given time