Support Quality Analyst
Vimeo, Inc.
Bengaluru, India
5d ago

What you'll do

  • Responsible for driving accuracy and customer insights for Vimeo Support by performing quality audits and data analysis across multiple channels as a domain expert
  • Scoping and building QA Frameworks against Vimeo’s regulatory requirements
  • Help build a strong, growth-oriented team through training and coaching our global Client Services team on workflows & procedures
  • Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance
  • Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis
  • Collaborate with internal support teams to identify and implement workflow gaps and areas for process improvement opportunities
  • Continuously add value through effective project management and efficient execution
  • Skills and knowledge you should possess :

  • Bachelor’s Degree or equivalent
  • 3+ years customer support experience
  • 2+ years of relevant experience in quality assurance in a customer support department.
  • Strong presentation skills
  • Excellent critical thinking, problem solving, and organisational skills.
  • Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zones
  • Great instincts for how to represent Vimeo publicly
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