Job Openings
XTN-E992834 | EVENT PLANNER
About the job XTN-E992834 | EVENT PLANNER
Functional overview
The Zoom Customer Support Operations team is looking for a Quality Analyst who can help review and score customer support interactions/cases to evaluate the quality and performance. This role will work with Support Managers to calibrate scoring, review, and provide a summary of overall team member trends. With the goal of identifying areas for improvement at the individual and department levels
Duties and responsibilities
- Conduct weekly calibration audits and coach on deviations
- Review and score customer support interactions/case evaluating quality and performance
- Collaborate with the training team as needed to develop and improve their ongoing curriculum
- Establish and lead a remote cadence with your external team
- Participate in and complete a variety of projects that will improve the QA program
- Report and monitor metrics for your assigned QA team
- Stay up to date with new training and process updates
- Report and document bugs, support system or product challenges
Minimum competencies
- Ability to work independently with minimal supervision
- Effective and efficient working in a team environment
- Great communication skills
- Excellent customer service skills
Minimum qualifications
- 2+ years of customer service or QA experience
- Strong written and verbal communication skills
- Experience using Google Suite