Division: Technology Services
Position: Quality Analyst
Location: Virtual

Purpose of the Job:

Develop and implement quality assurance processes, procedures, and standards for Cloud Support Services/Managed Services.

Key Responsibilities:

  1. Conduct regular assessments of support interactions, ensuring compliance with established standards and guidelines.
  2. Collaborate with support teams to address and rectify quality issues promptly.
  3. Analyse customer interactions through various channels (Tickets, Chats, Calls) to identify areas for improvement.
  4. Evaluate the effectiveness of communication, technical troubleshooting, and issue resolution.
  5. Provide feedback and coaching to support agents in enhancing customer satisfaction.
  6. Identify opportunities for process improvement.
  7. Work with cross-functional teams to implement changes aimed at optimizing support workflows.
  8. Monitor the impact of process enhancements on service quality.
  9. Provide actionable insights to management for continuous improvement initiatives.
  10. Provide training/refresher sessions to support teams on quality standards and customer service best practices.

About Quatrro Business Support Services (“Quatrro”):

Quatrro is a technology-enabled, cloud-based outsourcing firm to small, mid to large enterprises across industries that’s changing the way companies think about finance and accounting and technology services. They provide world-class teams combined with highly personal service, and a portal that let you see and manage everything online.  The trouble with most back-office outsourcing solutions is that they leave you with too many missing pieces – in the client experience, in the work delivered, in the reporting you receive, and more.  With smarter systems and over 2,300 specialists in fields ranging from finance to technology services, Quatrro helps you see further, scale smarter and stand stronger.  And that’s why we consistently achieve very high customer, and employee, satisfaction ratings. Quatrro. Get More to Go On.