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Senior Analyst - Quality Assurance (Customer Support)

Freshworks

Freshworks

IT, Customer Service, Quality Assurance
Chennai, Tamil Nadu, India
Posted on Thursday, June 20, 2024

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Job Overview

● What are the roles and responsibilities of this job?
● What function does it drive/support and how does this role interact with other functions across the company?
● Please provide an org chart showing where this role fits in the broader organization showing at least two
levels above and two levels below this role as well as all peers.
● Conduct regular quality assessments of customer support interactions, including but
not limited to phone calls, emails, chats, and social media interactions.
● Analyze customer support data and metrics to identify trends, patterns, and areas for
improvement in service quality
● Develop and implement quality assurance processes and guidelines to ensure
consistency and effectiveness in customer support operations.
● Collaborate with customer support team leaders to provide timely feedback and
coaching to improve the performance of support agents.
● Create and maintain comprehensive quality assurance documentation, including
evaluation reports, performance metrics, and improvement recommendations.
● Monitor customer feedback and surveys to identify areas of customer dissatisfaction
and develop strategies to address these concerns.
● Identify and implement new tools or technologies to streamline the quality assurance
process and improve overall efficiency.

Scope and Impact

● What , specifically, is the role expected to achieve ?
● What are the key decisions for which this role is responsible ?
● What are the key dimensions of the job? (revenue, team size, geographies covered, budget, etc)
● What are the Key Performance Indicators (KPIs) for this role ?
● Always shows a positive attitude and great excitement to take our quality standards to
new heights.
● Takes the lead in transformative quality improvement projects that change the way our

industry defines good quality.
● Provides clear and concise documentation for quality processes.
● Overall Team KPI to be achieved like – Audit Target, Calibration Variance, ATA
Variance, RCA ETA adherence

Complexity

● What specific skills are needed to do the job?
● What are the key accountabilities/responsibilities of the role?
● Process Improvement and Analysis: Quality Analysts are responsible for assessing
existing business processes to identify areas for improvement. They analyze
workflows, data, and feedback to understand the current state of operations
thoroughly.
● Documentation: They contribute to the documentation of processes, improvements,
and best practices, ensuring that all processes are well-documented and easily
accessible to relevant stakeholders.
● Data Analysis: Senior Analysts use data analysis tools to assess process efficiency
and identify opportunities for enhancement. They generate reports and provide data-
driven insights to support decision-making.
● Quality Assurance: They assist in the establishment and maintenance of quality
standards for processes, monitor performance to ensure alignment with those
standards, and participate in implementing corrective actions to address quality issues.
● Cross-functional Collaboration: Collaboration with various departments is essential.
Senior Analysts work closely with teams to gather insights and promote a culture of
collaboration and continuous improvement.

Qualifications

Minimum Experience/Education

● Bachelors degree
● 4-6 years’ experience in Customer Support with at least 2 years of experience in Quality
Assurance.
● Solid verbal, written, presentation, and interpersonal communication skills.
● Proven time management skills in a dynamic support environment
● Strong attention to detail and organizational skills.
● Strong Documentation, Process Mapping skills required
● Strong command and highly proficient in Microsoft Office including Excel, Word, and
PowerPoint
Preferred Experience/Education
● Knowledge of industry-specific regulations or standards is a plus.
● Certification in process improvement (e.g., Lean and Data Analytics) is advantageous.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and the business

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.