zoom: customer support Quality AnalystKMC Solutions

Job 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
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
Basic Qualifications
● 2+ years of customer service or QA experience
● Strong written and verbal communication skills
● Experience using Google Suite
● Ability to work independently with minimal supervision
● Effective and efficient working in a team environment
● Great communication skills
● Excellent customer service skills