Quality Analyst – Technical Support Team

Job Description:

We are seeking a detail-oriented and highly skilled Quality Analyst to join our technical support team. The
ideal candidate will be responsible for ensuring the highest quality of service delivery, monitoring support
processes, and identifying areas for improvement. This role demands strong communication skills, technical
expertise, and the ability to work collaboratively in a dynamic environment.
Key Responsibilities:
 Monitor and evaluate the quality of technical support interactions, ensuring adherence to company
standards and client expectations.
 Analyze support tickets, calls, and chat transcripts to identify trends, gaps, and improvement
opportunities.
 Develop and maintain quality assurance guidelines and training materials for the support team.
 Collaborate with team leads and managers to provide feedback and recommendations for process
improvement.
 Prepare detailed reports on quality metrics, team performance, and areas requiring attention.
 Assist in onboarding and training new team members to ensure consistent quality delivery.
 Act as a liaison between the support and customers teams to ensure seamless communication and
resolution of issues.
Key Skills and Requirements:
 Bachelor's degree in any discipline.
 Proficiency in English with excellent speaking and writing skills.
 Strong knowledge of computer systems and office software, including Microsoft Excel, Word, and
other relevant tools.
 Ability to quickly learn and adapt to new software and technologies.
 Detail-oriented with strong analytical and organizational skills.
 Experience in technical support, quality assurance, or a related field is an advantage.
 Ability to work independently and collaboratively within a team.
Preferred Attributes:
 Proactive approach to problem-solving and process optimization.
 Strong interpersonal skills to communicate effectively with diverse teams.
 Commitment to maintaining high-quality standards and achieving customer satisfaction.