Customer Support QA Analyst (Zenni)

Customer Support QA Analyst COE Manila, Philippines

Description

Customer Support QA Analysts have a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's Center of Excellence quality assurance needs. You will help Zenni achieve its business objectives by helping our employees and excel in providing high quality, knowledgeable responses to ensure high customer satisfaction. This role reports to the COE Lead QA Analyst.

Requirements

Complete weekly quality evaluations based on goals set by Lead QA Analyst

Perform weekly audits to ensure both support agents are meeting goals and expectations

Stay up to date on the latest Zenni support policies and processes to ensure frontline responses are accurate and consistent

Collaborate with Training and Design team to surface knowledge gaps and training opportunities

Participate in calibration session to review performance and consistency of scoring

Identify developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential problems

What skills do you need?

Previous experience performing QA in a contact center

Data-driven with ability to leverage data to build recommendations and drive alignment with stakeholders

Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality

Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

Ability to work independently and as a team player

Experience using QA platforms