QA Analyst (Customer Support & AI)

Bee Talent Solutions; Pune District; Presencial; INR 450 000 - 750 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical coverage

Dental and vision coverage

Resumo da oferta

Bee Talent Solutions is seeking a detail-oriented QA Analyst (contract) to drive agent QA and continuous improvement. You will leverage AI-powered QA platforms to design coaching programs, measure performance, and advocate process enhancements across customer service teams.

The role demands analyzing interaction data, providing actionable insights, and collaborating in agile settings to improve overall client experience. Prior experience in QA/CX and proficiency with QA platforms are preferred.

Responsabilidades

• Develop AI-Driven Coaching using MaestroQA (Rippit) to design targeted coaching interventions for customer-facing agents.

Descrição da oferta de emprego

Our client is looking for a detail-oriented and tech-savvy contractual QA Analyst to join our team. In this role, you will be the driving force behind our agent quality assurance (QA) and continuous improvement initiatives. By leveraging AI-powered QA platforms and analysing interaction data, you will build targeted coaching programs, measure performance metrics, and advocate for process enhancements that directly improve our customer service delivery.

Responsibilities:

Key Responsibilities

• Develop AI-Driven Coaching: Leverage MaestroQA (Rippit) and its inbuilt AI functionalities to design, create, and implement targeted behavioural coaching interventions for customer-facing agents.
• Analyse Agent Performance: Generate and analyse comprehensive performance reports to identify top and bottom performers, translating raw QA data into actionable insights for leadership.
• Analyse Coaching Data: Generate and analyse comprehensive coaching reports to identify trends, recurring development opportunities, and coaching effectiveness, translating coaching data into actionable insights and recommendations for leadership.
• Track SLA Adoption: Monitor, measure, and report on Service Level Agreement (SLA) adoption and compliance across support teams to ensure consistent, high-quality service delivery.
• Drive Cross-Functional Alignment: Actively participate in workstream scrum calls, sharing data-backed recommendations to drive immediate behavioural and process improvements within agile teams.
• Champion Continuous Improvement: Proactively share innovative ideas and partner with cross functional teams to execute continuous improvement exercises that optimize QA workflows and elevate the overall client experience.
• Support QA Operations: Assist in collecting, consolidating, and evaluating customer interaction data to establish a baseline for service quality and identify emerging behavioural patterns.
• Close the Loop: Curate coaching keeping last month\'s improvement and gaps in mind to drive continuous improvement and closing the loop of feedback.

Requirements:

Qualifications & Skills

• Experience: Prior experience in Quality Assurance (QA), Customer Experience (CX), or a related analytical role (I2 Level / Developing Professional).
• Technical Proficiency: Hands-on experience with quality management platforms (such as MaestroQA / Rippit) and an aptitude for utilizing AI-assisted features for coaching and evaluation.
• Platform Knowledge: Working knowledge of customer support platforms such as Salesforce, Gong, NICE, or similar tools.
• Microsoft Office Skills: Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, and data analysis), Microsoft Word, and PowerPoint.
• Analytical Mindset: Strong ability to track metrics, build performance reports, draw clear conclusions from qualitative and quantitative data and provide actionable insights.
• Communication: Excellent verbal and written communication skills, with the ability to confidently present findings and recommendations in scrum meetings and to workstream leadership.
• Agile Adaptability: Ability to thrive in a fast-paced environment, working on issues of moderate scope while driving solutions proactively.

Benefits:

Bee Talent Solutions offers a competitive benefits package for eligible full-time employees, including medical, dental, and vision coverage. Additional details regarding eligibility and plan offerings will be provided during the interview and onboarding process.