Quality Experience Analyst

Responsibilities

• Quality Monitoring & Auditing: Perform regular audits of support cases to assess adherence to SLAs, KPIs, and service quality standards.
• Evaluate service quality attributes such as empathy, professionalism, follow-up, and resolution practices and identify improvement opportunities.
• Review interactions and documentation, generate quality insights, and report trends that impact customer satisfaction and overall service excellence.
• Support internal and external audit requirements.
• Data Analysis & Reporting: Collect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations.
• Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders.
• Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets.
• Training & Development: Design and develop training modules, quality guidelines, and roleplay scenarios that highlight best practices in customer engagement and case resolution.
• Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.
• Work collaboratively with Unified Support – Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.
• Documentation & Knowledge Management: Maintain, update process documentation, quality standards, and training materials to ensure clarity and consistency across teams.
• Develop, manage, and enhance Knowledge Base Articles (KBAs), Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as required.