Customer Support Quality Analyst

2 weeks ago


Las Vegas, Nevada, United States TEKsystems Full time

Position Overview:

As a Quality Assurance Customer Service Representative, you will play a crucial role in enhancing the quality of customer interactions across various communication channels. Your primary responsibilities will include:

● Conducting thorough reviews and assessments of customer support communications, including phone calls, emails, and chat interactions, to identify areas for improvement.

● Evaluating these interactions against established quality benchmarks, with a focus on accuracy, clarity, problem-solving capabilities, and compliance with company policies.

● Delivering constructive feedback to customer support agents, pinpointing specific areas for enhancement and providing coaching to foster their development.

● Analyzing trends and recurring challenges in customer interactions, and proposing actionable recommendations to elevate overall support quality.

● Collaborating with the customer support team to design and implement training initiatives that address identified skill gaps and knowledge deficiencies.

● Creating and maintaining comprehensive quality assurance documentation, including evaluation criteria and coaching frameworks.

● Overseeing the bug tracking and resolution process to ensure timely and effective issue management.

● Assisting the Development team in testing solutions for bug reports and upcoming software releases, contributing to the refinement of documentation and training materials.

Qualifications:

• High School diploma or GED equivalent.

• Minimum of 2 years of experience in customer service, with at least 1 year in a call center environment involving quality assurance responsibilities.

• Exceptional written communication skills, with a strong command of grammar and punctuation.

Experience Level:

• Entry Level

Note: Eligibility requirements apply to certain benefits and may vary based on job classification and duration of employment. Benefits are subject to change and may depend on specific elections, plans, or program terms. This temporary position may qualify for the following benefits:

  • Medical, dental & vision coverage
  • 401(k) and Roth options
  • Life & AD&D insurance (Basic/Supplemental)
  • Short-term and long-term disability coverage
  • Health & Dependent Care Spending Accounts (HSA & DCFSA)
  • Transportation benefits
  • Employee Assistance Program
  • Paid Time Off (PTO), Vacation, or Sick Leave

About TEKsystems:

TEKsystems is a leader in Full-Stack Technology Services and Talent Services, partnering with clients to harness new opportunities for transformation. With a workforce of 80,000 and a client base that includes 80% of the Fortune 500, we are committed to driving change across North America, Europe, and Asia. As part of the Allegis Group, we value diversity and are an equal opportunity employer, considering all applications without regard to race, gender, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.



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