zoom: customer support QUALITY ANALYSTKMC Solutions

Functional overview
The Zoom Customer Support Operations team is looking for a Quality Analyst who can help review and score customer support interactions/cases to evaluate the quality and performance. This role will work with Support Managers to calibrate scoring, review, and provide a summary of overall team member trends. With the goal of identifying areas for improvement at the individual and department levels
Duties and responsibilities
Conduct weekly calibration audits and coach on deviations
Review and score customer support interactions/case evaluating quality and performance
Collaborate with the training team as needed to develop and improve their ongoing curriculum
Establish and lead a remote cadence with your external team
Participate in and complete a variety of projects that will improve the QA program
Report and monitor metrics for your assigned QA team
Stay up to date with new training and process updates
Report and document bugs, support system or product challenges
Minimum competencies
Ability to work independently with minimal supervision
Effective and efficient working in a team environment
Great communication skills
Excellent customer service skills
Minimum qualifications
2+ years of customer service or QA experience
Strong written and verbal communication skills
Experience using Google Suite