Job Description Job Overview . What are the roles and responsibilities of this job . What function does it drive/support and how does this role interact with other functions across the company . Please provide an org chart showing where this role fits in the broader organization showing at least two levels above and two levels below this role as well as all peers. . Conduct regular quality assessments of customer support interactions, including but not limited to phone calls, emails, chats, and social media interactions. . Analyze customer support data and metrics to identify trends, patterns, and areas for improvement in service quality . Develop and implement quality assurance processes and guidelines to ensure consistency and effectiveness in customer support operations. . Collaborate with customer support team leaders to provide timely feedback and coaching to improve the performance of support agents. . Create and maintain comprehensive quality assurance documentation, including evaluation reports, performance metrics, and improvement recommendations. . Monitor customer feedback and surveys to identify areas of customer dissatisfaction and develop strategies to address these concerns. . Identify and implement new tools or technologies to streamline the quality assurance process and improve overall efficiency. Scope and Impact . What , specifically, is the role expected to achieve . What are the key decisions for which this role is responsible . What are the key dimensions of the job (revenue, team size, geographies covered, budget, etc) . What are the Key Performance Indicators (KPIs) for this role . Always shows a positive attitude and great excitement to take our quality standards to new heights. . Takes the lead in transformative quality improvement projects that change the way our industry defines good quality. . Provides clear and concise documentation for quality processes. . Overall Team KPI to be achieved like - Audit Target, Calibration Variance, ATA Variance, RCA ETA adherence Complexity . What specific skills are needed to do the job . What are the key accountabilities/responsibilities of the role . Process Improvement and Analysis: Quality Analysts are responsible for assessing existing business processes to identify areas for improvement. They analyze workflows, data, and feedback to understand the current state of operations thoroughly. . Documentation: They contribute to the documentation of processes, improvements, and best practices, ensuring that all processes are well-documented and easily accessible to relevant stakeholders. . Data Analysis: Senior Analysts use data analysis tools to assess process efficiency and identify opportunities for enhancement. They generate reports and provide data- driven insights to support decision-making. . Quality Assurance: They assist in the establishment and maintenance of quality standards for processes, monitor performance to ensure alignment with those standards, and participate in implementing corrective actions to address quality issues. . Cross-functional Collaboration: Collaboration with various departments is essential. Senior Analysts work closely with teams to gather insights and promote a culture of collaboration and continuous improvement. Qualifications Minimum Experience/Education . Bachelors degree . 4-6 years' experience in Customer Support with at least 2 years of experience in Quality Assurance. . Solid verbal, written, presentation, and interpersonal communication skills. . Proven time management skills in a dynamic support environment . Strong attention to detail and organizational skills. . Strong Documentation, Process Mapping skills required . Strong command and highly proficient in Microsoft Office including Excel, Word, and PowerPoint Preferred Experience/Education . Knowledge of industry-specific regulations or standards is a plus. . Certification in process improvement (e.g., Lean and Data Analytics) is advantageous. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and the business At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
