XTN-1890617 | CIVIL ENGINEER

Functional overview

The Zoom Customer Support Operations team is looking for a Quality Analyst (QA) Manager to lead a team of Customer Support QA who 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

• Lead a team of QA personnel responsible for reviewing interactions across Global Support, including multiple lines of business
• 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
• Participate in and complete a variety of projects that will improve the QA program
• Develop and define the QA metrics and insights along with recommendations
• Document or update standard operating procedures
• 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

• 2-4 years of customer service or QA leadership experience
• Strong written and verbal communication skills
• Experience using Google Suite