Quality Analyst

Job Description:

Responsibilities:

• Develop and implement quality assurance processes, procedures, and standards for Cloud Support Services/Managed Services.
• Conduct regular assessments of support interactions, ensuring compliance with established standards and guidelines.
• Collaborate with support teams to address and rectify quality issues promptly.
• Analyse customer interactions through various channels (Tickets, Chats, Calls) to identify areas for improvement.
• Evaluate the effectiveness of communication, technical troubleshooting, and issue resolution.
• Provide feedback and coaching to support agents to enhance customer satisfaction.
• Identify opportunities for process improvement.
• Work with cross-functional teams to implement changes aimed at optimizing support workflows.
• Monitor the impact of process enhancements on service quality.
• Provide actionable insights to management for continuous improvement initiatives.
• Provide training/refresher sessions to support teams on quality standards, customer service best practices.

Required Skill Set:

• Excellent written and verbal communication skills with a high degree of accuracy and attention to detail.
• Good Excel & PowerPoint skills.
• Ability to work in a rapidly evolving environment and quickly grasp new concepts by demonstrating and applying knowledge of new tasks timely and accurately.
• A team player that encourages collaboration and quickly gains trust and support of peers. Finds common ground and solves problems for the benefit of all.
• Should have technical bent of mind to use available tools and platforms for various services.
• Ability to deliver under sophisticated work environment to meet the deadlines
• Experience in handling multiple tasks
• Result Oriented & able to deliver within timelines
• Willing to work in 24/7 Environment, 5 Days working, and Rotational Shift (including US, APAC and EMEA Region)
• Basic understanding of cloud technologies (e.g., Microsoft 365, Azure, Etc).
• Familiarity with support ticket systems and cloud service management platforms.

 Behavioral Skills:

• Strong analytical skills.
• Strong problem-solving skills.
• Quick decision maker and fast learner.
• Experience in handling multiple tasks.
• Very organized and team player.
• Result Oriented & able to deliver within timelines.