We are looking for a detail-oriented and proactive
Quality Analyst
to join our Tech Support team. You will be responsible for monitoring and reviewing technical support ticket responses, conducting quality audits, managing training initiatives, assisting in compliance activities, and supporting technical coordination across teams.
The ideal candidate should have a basic understanding of server administration or web hosting environments, along with strong analytical and communication skills.
Key Responsibilities:
Monitor and review support ticket responses to ensure accuracy, clarity, and alignment with internal quality standards.
Perform regular
quality audits
on support interactions and document findings.
Prepare and maintain
quality reports
, dashboards, and feedback summaries for team performance reviews.
Coordinate
training programs
and refreshers for technical support staff based on audit outcomes and new requirements.
Work with Team Lead to identify improvement areas and implement corrective actions.
Collaborate with the technical team on process improvement and customer experience initiatives.
Ensure that knowledge base articles and documentation are up-to-date and in line with best practices.
Required Skills and Qualifications:
Basic understanding of
server administration
, Linux/Windows environments, and/or
web hosting platforms (e.g., cPanel, WHM)
.
Familiarity with ticketing systems (e.g., WHMCS) is a plus.
Excellent written and verbal communication skills.
Strong attention to detail and ability to provide constructive feedback.
Basic understanding of KPIs and SLA metrics in a support environment.
Key Skills
quality analysis
Linux Administration
Web Hosting
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