Job Location: Bangalore/Bengaluru
- We re seeking a Quality Analyst to join our Customer Success Organization who takes ownership, demonstrates a keen eye for quality and looks for ways or opportunities to improve the client experience.
- The Customer Success Org is part of Sales organization, and our top focus areas will be to build capabilities to enable a full CSO Practice while in parallel, drive higher value through our expansion of solution consumption.
- The Customer Success Org is leading the Customer Obsession framework with a deep focus on Voice of the Customer programs, Customer Lifecycle Management and Programs to drive best practices related to Account Management.
- We will be supporting business activities and processes that help the Customer Support and Customer Success organizations run effectively, efficiently. This role will be required to review agent calls and tickets to ensure all Customer Support Neustar employees are following Neustar standards.
- The Quality Assurance Analyst is responsible for assessing the quality of the performance of our Customer Support associates who deal with our existing customers.
- The Quality Assurance Analyst will monitor inbound calls, emails and customer tickets to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
- This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Neustar customer s experience.
- The Quality Analyst should be able to listen to calls or audit cases and identify areas of opportunity for improvement. The Quality Assurance Analyst will ensure all Neustar standards are followed without exception. The successful candidate will have an intense focus Quality and Customer Satisfaction as well as identifying ways to enhance the client experience.
Responsibilities/Key Tasks
- Perform approximately 30-35 Call Audits a week and 30-35 Ticket Audits per week
- Perform additional Quality Tasks as needed (Daily Weekly Reporting/Trending, Email monitoring and audit, additional KPI Quality Audits)
- Adheres to the standards for call monitoring and ticket auditing.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Reviews and monitors customer email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Participates in call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
Qualifications/Education Requirements
- Bachelor s degree in administration, management or any related field from an accredited institution is preferred.
- 2+ years of experience in a similar role
- Well versed in the English language
- Strong clear verbal and written communication and presentation skills is required
- Experience managing and analyzing KPI s for a customer facing organization
- High level of comfort working with multiple groups and individuals
- Self-starter who is able to maintain the strongest focus on Quality and Client Satisfaction
- Excellent interpersonal skills and able to communicate with a wide range of clients
- Excellent analytical, research, numeracy and problem solving skills.
- Strong decision making skills and the ability to take the lead
- Ability to explain complex information in simple terms and deliver clear and concise client recommendations
- Ability to multitask and leverage escalation procedures.
- Proficient in PowerPoint for some slide creation and editing
- Proficient in Excel including pivots and reporting as needed
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