Customer Support Quality Analyst

Western Governors University

🇺🇸In-Person - Salt Lake City2mo ago

Higher Ed Support Customer Support Quality Assurance Support Operations Customer Experience QA Analysis

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Role Snapshot

The Customer Support Quality Analyst monitors and evaluates customer support interactions to ensure quality standards and service excellence. This role directly impacts customer satisfaction and team performance through feedback and coaching.

Key Responsibilities: Reviews customer support communications, documents quality metrics, and provides constructive feedback to support team members. Identifies training needs and process improvements to enhance overall support effectiveness.

Skills & Tools: Strong analytical and communication abilities with proficiency in quality assurance tools and customer service platforms. Ability to provide objective feedback, manage data analysis, and work collaboratively across teams.

Qualifications: Typically requires 2+ years of customer support or quality assurance experience and a high school diploma or equivalent. Experience with call center or support operations and familiarity with CRM systems is preferred.

Location: Salt Lake City, Utah

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