Quality Analyst

Job Title:

About the Role

Assistant Manager, Customer Experience

Key Responsibilities

• Lead a team of 50+ customer experience specialists, ensuring high performance and engagement.
• Optimize and manage CRM and CCaaS tools, including

  Freshdesk, Freshchat, Simplify360, Smartflo

  or other similar tools
• Identify and implement strategies to

  reduce support concerns, enhance CSAT, and improve operational efficiency

  .
• Improve

  FCR% for inbound calls

  through process optimization and agent coaching.
• Increase

  CSAT% for email support

  by enhancing response quality and reducing resolution time.
• Streamline

  email and call processes

  by identifying inefficiencies and implementing solutions.
• Deep dive into

  email and call processes

  to identify gaps and drive improvements.
• Develop and implement data-driven strategies to improve

  First Call Resolution (FCR) and CSAT scores

  .
• Collaborate with cross-functional teams to improve the customer journey and streamline complex workflows.
• Monitor key performance metrics and drive continuous improvements.

What Were Looking For

• 3+ years of experience

  in a team-lead, assistant manager, quality assurance manager role, preferably in a

  fast-paced startup

  environment.
• Strong experience in

  customer support operations

  , with a proven ability to

  optimize processes and improve CSAT

  .
• Expertise in

  Freshdesk, Freshchat, Simplify360, Smartflo, and other support tools

  .
• Exceptional communication and leadership skills with a

  track record of managing large teams (50+ people)

  .
• Exceptional

  data analysis skills

  , with proficiency in

  Excel/Tableau

  a plus.
• Data-driven approach to problem-solving and decision-making.
• Experience with using AI tools to improve Customer Experience metrics

Expectations for the First 90 Days

• Optimize processes, and coach agents to improve FCR% for inbound calls to over 60-70%
• Enhance response quality and reduce resolution time to increase email support CSAT% to over 90%.
• Identify inefficiencies in email and call processes and implement solutions for smoother operations.