Key Responsibilities
- Quality Audits: Review and evaluate customer support calls, chats, and emails to ensure compliance with standards.
- Process Improvement: Identify gaps in support workflows and recommend corrective actions.
- Data Analysis: Track KPIs (CSAT, FCR, TAT, escalation rates) and generate reports for leadership.
- Escalation Support: Partner with team leads to resolve complex cases and ensure timely closure.
- Training Feedback: Provide structured feedback to agents, design QA scorecards, and support training initiatives.
- Cross-Functional Collaboration: Work closely with operations, product, and medical teams to align support quality with business goals.
Qualifications
Qualifications Skills
- Bachelor's degree in Business, Operations, or related field.
- 36 years of experience in QA or customer support operations.
- Strong knowledge of CRM tools (Salesforce, Zoho, HubSpot, Jira, or equivalent).
- Advanced Excel/data handling skills for reporting and dashboards.
- Excellent communication and analytical abilities.
- Experience in healthtech, wellness, or medical support preferred.red feedback to agents, design QA scorecards, and support training initiatives.
- Cross-Functional Collaboration: Work closely with operations, product, and medical teams to align support quality with business goals.
Additional Information
We are hiring QA Specialist Customer Support to monitor, evaluate, and enhance the quality of customer interactions across multiple channels. This role requires strong analytical skills, attention to detail, and the ability to translate insights into actionable improvements. The ideal candidate will ensure that every customer touchpoint reflects Elevate Now's commitment to clarity, empathy, and excellence.
