Quality Support Analyst

FIREFIGHTER OPS - POC

Qualifications

Proven experience in customer support, quality assurance, or a related role. 

Strong analytical skills with the ability to interpret data and present insights clearly.

Excellent written and verbal communication skills. 

Proficiency in using data analysis tools (Excel, Power Bi) 

Strong problem-solving skills and attention to detail

Key Responsibilities

Feedback Analysis - positive & negative feedback

Monitor, categorize and prioritize incoming feedback and reviews the business receives.

Deep Dive on the Root Cause Analysis to attend and respond to the feedback. 

Data Analysis & Reporting

Gather data - identify trends, root causes & areas of improvement

Create and maintain comprehensive reports & dashboards to present insights and findings to senior management. 

Process Improvement

Maintains a library of standard responses for common issues to ensure consistency and efficiency. 

Continuously evaluate and improve the feedback management process to enhance customer satisfaction & operational efficiency (CSAT & NPS) 

Collaboration & Communication

Work closely with cross-functional teams(product, marketing/sales, post leasing) to address systemic issues and improve overall customer experience. 

Quality Team under customer experience

Training Team - to provide refresher training in relation to improving the customer experience.