Are you our next data-centered Customer Support Quality Analyst who stands out by delivering excellent quality assessment within the global operations team? At Transferz, we cater to the diverse needs of thousands of travelers, both corporate and leisure. Assist our Support team by providing premium and solution-driven data analysis on our quality metrics.
About the role At Transferz.com, we pride ourselves on delivering exceptional service to our stakeholders, including drivers and travelers. We are seeking a highly analytical and proactive Customer Support Quality Analyst to monitor the quality of our interactions, ensuring we consistently meet our service standards. You will play a critical role in assessing the quality of our customer interactions, driving improvements, and ensuring a high level of customer satisfaction.
Transferz CS is a dynamic and international team with 70 members and presence in Argentina, Croatia, Thailand, India and Philippines. The profile we are looking for is an experienced solution-oriented individual with a Customer Support background, and excellent analytic and communicational skills. Apply now and let's redefine travel support together!
What will you do? Monitor and assess quality of interactions: Evaluate customer interactions via calls, emails, and other channels. Measure service quality and perceived customer happiness to ensure alignment with Transferz's high standards. Analyze and report data trends: Identify trends in customer support data and provide actionable insights. Collaborate with internal stakeholders, such as Product, Supply, and Partner Success Management, to derive solutions from these trends. Feed back findings to the CS team leads to highlight training needs and performance improvements. Develop and implement quality standards: Work closely with Customer Support managers to set up and refine quality standards and processes that improve service delivery and consistency across the team. Drive improvement projects: Initiate and manage improvement projects based on observed gaps or inefficiencies in customer interactions or internal processes. Execute these projects, monitor their impact, and report on outcomes. Lead problem resolution: Tackle system, process, or product-related issues as they arise. Implement containment actions to minimize their impact on customers and ensure seamless resolution of identified problems. Define and execute an audit plan: Establish an audit plan that will serve as the Transferz Service Delivery Score, an internal and potentially external measure of service excellence. Regularly conduct audits and ensure findings contribute to continuous improvement efforts. Minimum Requirements: Proven experience in a quality assurance role within customer service or support environments. Strong analytical and data interpretation skills, with experience in reporting and driving actionable insights. Excellent communication skills, capable of providing clear feedback and fostering collaboration between teams. Ability to manage multiple projects and drive improvement initiatives. Strong problem-solving skills, particularly in addressing systemic and process-related issues. Familiarity with customer service tools and platforms.
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