Customer Support Quality Assistant

Different Technologies Pty Ltd.; Fareham; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading cybersecurity company is seeking a Customer Support Quality Assistant to ensure high-quality service during maternity leave coverage. The role involves monitoring interactions, providing feedback for improvement, and contributing to quality assurance processes. Ideal candidates will have strong analytical skills and the ability to implement training programs.

Benefits

Generous food allowance

Free meals and snacks

Spotify vouchers

Netflix vouchers

On-site haircuts

On-site gym

Frequent company events

Career progression opportunities

Qualifications

• Experience in customer service evaluation and quality assurance.
• Strong analytical skills with the ability to generate insights from data.
• Ability to train and mentor team members on quality standards.

Responsibilities

• Monitor customer support interactions to ensure high quality service.
• Provide feedback to improve processes and customer policies.
• Assist in the design and delivery of training for support agents.

Skills

Analysis

Customer Feedback Management

Attention to Detail

Job description

Total Security Limited is a multi-award winning cyber security business based in Segensworth, Hampshire. We are currently on the lookout for a Customer Support Quality Assistant to join the team to cover a period of maternity leave until May 2026.

** Total Security is the proud winner of South Coast Teach and Innovation Awards 'Employer of the Year' 2024 **

The Customer Support Quality Analyst is responsible for ensuring that the customer support team consistently provides high-quality service. This role involves monitoring and evaluating customer interactions, providing feedback and identifying areas for improvement in processes and policies. The CSQ Analyst will play a crucial role in maintaining and enhancing customer satisfaction and loyalty.

Key duties

Quality Monitoring:
● Monitor customer support interactions across various channels (phone, email, chat, social media).
● Evaluate interactions based on established criteria and quality standards.
● Identify trends and patterns in customer interactions and service delivery.

Feedback:
● Provide feedback to Quality & Support Project manager
● Provide feedback to the Operations Department

Reporting and Analysis:
● Work with the Q&S Project manager to prepare detailed reports on quality metrics, agent performance, and common issues.
● Analyse data to identify areas for process and service improvement.
● Present findings and recommendations to management.

Process Improvement:
● Work with the team to develop and implement strategies for improving service quality.
● Participate in the development and updating of QA standards and processes.
● Recommend changes to policies and procedures to enhance customer satisfaction.

Training:
● Assist in the design and delivery of training programs for new and existing support agents.
● Ensure that all team members are aware of and adhere to quality standards and procedures.

Customer Feedback Management:
● Gather and analyse customer feedback to identify service strengths and weaknesses.
● Monitor customer reviews on various platforms to highlight issues and commend positive feedback.
● Work with the team to address and resolve recurring issues.
● Provide actionable insights and suggestions to improve the overall customer experience.

Compliance:
● Stay updated with industry best practices and regulatory changes.

Compensation package

Salary: £26,000 + up to 10% personal performance-based bonus
Hours: Monday to Friday, flexible start time between 08:00-09:30, meaning end time between 17:00 - 18:30 depending on start time

Benefits package

• Generous food allowance at various local restaurants each month
• Free breakfast, lunch, snacks and fresh barista made coffee everyday
• Spotify vouchers
• Netflix vouchers
• On-site haircuts
• On-site gym
• Frequent company events
• Career progression and training opportunities
• + many more

** Please note this position is fully office based **