Customer Support : Quality Lead
Netcore Cloud
Mumbai, Maharashtra, India
2d ago

Quality Lead

Netcore Cloud is looking for a Quality Lead Customer Support, responsible for assessing the quality of the customer interactions for our Global Support team who deal with our existing and potential customer to solve complex technical support issues.

The Quality Lead will monitor multi-channel customer interactions including calls, Chat, and case responses to assess technical response accuracy, customer service mentality, Quality of interactions and compliance to Netcore company policies and Global Customer Support procedures.

This role will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials, automation and knowledge management as needed for a closed feedback loop and enhance the overall Netcore customer’s experience with increased quality of support engineer responses both for soft skills as well as technical expertise.

Responsibilities

  • Build and maintain Quality standard framework for Global Support team
  • Monitors multi-channel Customer interactions (call, chat, emails, and case comments).
  • Develop Technical and procedural understanding of Netcore Product Offerings
  • Coach and mentor engineers on best practices, and conduct quality sessions for new- hires and existing team members, ensure to deliver constructive feedback to support agents to make overall improvements in elevating customer experience
  • Document feedback within Support Quality tool and score / rate the feedback
  • Works closely with L3, Leads and Support Management to create a closed feedback loop on effectiveness of learning materials.
  • Help leads, managers and agents to provide visibility on Support common Issues, Common errors from support, soft-skill requirements, knowledge gaps, automation opportunities etc
  • Work closely with Leads / L3’s to review Escalation trends for Engg / SRE
  • Performs Case, Chat and call monitoring and provides trend data to the management team.
  • Uses quality monitoring tools / application to compile and track performance of team and individual level and report to support management.
  • Participates in customer and engineer listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal groups as needed.
  • Coordinates and facilitates call calibration sessions with Leads and Managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Skills and Experience

  • 5+ Years of Quality Lead work experience
  • Well-versed with Global Customer culture and communication (Including Us and European customer base)
  • Working Knowledge of CRM tools like Freshdesk, Salesforce
  • Working knowledge of Quality standard tools and technologies
  • Bachelor’s Degree or Equivalent experience. Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills
  • Must be self-motivator and self-starter.
  • Exceptional listening and analytical skills.
  • Excellent time management skills.
  • Creative ability & writing proficiency.
  • Proficient in delivering constructive feedback
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office (Including PowerPoint Excel)
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