The Support Quality Compliance Agent will be responsible for ensuring adherence to the case management practices established by the management. This role also involves monitoring, analysing, and reporting on support interactions to ensure timely, and empathetic responses. The agent will also be responsible for identifying areas for improvement and working with the support team to implement best practices.
WHAT YOU WILL BE DOING
- Monitor Support Interactions:
- Review support tickets, emails, and chat transcripts to ensure compliance with the case management processes.
- Evaluate the compliance gap
Soft skills Quality:
- Ensure that support responses are empathetic and personalized.
- Identify and address the excessive use of templated responses.
Urgency and Escalation:
- Monitor the urgency demonstrated in handling support tickets.
- Ensure that high-priority issues are escalated and resolved promptly.
Continuous Improvement:
- Provide regular feedback and coaching to support agents based on audit findings.
- Work with the training team to develop and deliver training sessions on empathy, technical depth, and effective communication.
- Recommend improvements to support processes and workflows.
Reporting and Analysis:
- Prepare regular reports on compliance with support quality standards.
- Analyze trends and provide insights to the VP of APAC Support and other stakeholders.
Collaboration:
- Work closely with support teams, training departments, and technical experts to ensure continuous improvement.
- Participate in team meetings to discuss findings and drive improvements.
WHAT YOU BRING
