Customer Support Quality Analyst
hace 3 meses
Are you our next data-centered Customer Support Quality Analyst who stands out by delivering excellent quality assessment within the global operations team? At Transferz, we cater to the diverse needs of thousands of travelers, both corporate and leisure. Assist our Support team by providing premium and solution-driven data analysis on our quality metrics.
**About the role**
**What will you do?**
- ** Analyze and report data trends**: Identify trends in customer support data and provide actionable insights. Collaborate with internal stakeholders, such as Product, Supply, and Partner Success Management, to derive solutions from these trends. Feed back findings to the CS team leads to highlight training needs and performance improvements.
- ** Develop and implement quality standards**: Work closely with Customer Support managers to set up and refine quality standards and processes that improve service delivery and consistency across the team.
- ** Drive improvement projects**: Initiate and manage improvement projects based on observed gaps or inefficiencies in customer interactions or internal processes. Execute these projects, monitor their impact, and report on outcomes.
- ** Lead problem resolution**: Tackle system, process, or product-related issues as they arise. Implement containment actions to minimize their impact on customers and ensure seamless resolution of identified problems.
- ** Define and execute an audit plan**: Establish an audit plan that will serve as the **Transferz Service Delivery Score**, an internal and potentially external measure of service excellence. Regularly conduct audits and ensure findings contribute to continuous improvement efforts.
- Proven experience in a quality assurance role within customer service or support environments.
- Strong analytical and data interpretation skills, with experience in reporting and driving actionable insights.
- Excellent communication skills, capable of providing clear feedback and fostering collaboration between teams.
- Ability to manage multiple projects and drive improvement initiatives.
- Strong problem-solving skills, particularly in addressing systemic and process-related issues.
- Familiarity with customer service tools and platforms.
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