Location
Jordan | India
Job description
We are seeking a highly motivated and detail-oriented Operations Analyst to join our company. The ideal candidate will be responsible for analysing customer support processes, identifying areas for improvement, implementing quality assurance measures, and leveraging technology, including AI, to enhance customer support delivery. The Operations Analyst will play a crucial role in managing customer complaints effectively and improving overall customer satisfaction.
Key Responsibilities:
Process Analysis and Improvement:
- Analyse existing customer support processes, including calls and tickets, to identify inefficiencies and areas for improvement.
- Develop and implement strategies to streamline processes, reduce response times, and enhance overall efficiency.
Quality Assurance:
- Conduct quality assurance assessments on customer support interactions to ensure adherence to established standards and best practices.
Integration of AI and Technology:
- Explore and implement AI solutions to optimize customer support delivery, including chatbots, automated response systems, and predictive analytics.
- Collaborate with cross-functional teams to integrate technology solutions seamlessly into existing workflows.
Customer Complaints Handling:
- Manage and escalate customer complaints promptly, ensuring timely resolution and customer satisfaction.
- Develop and implement strategies to prevent recurring complaints and address root causes effectively.
Reporting and Analysis:
- Generate regular reports and analysis on key performance metrics, trends, and areas of improvement.
- Present findings and recommendations to stakeholders, including senior management, to drive strategic decision-making.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Proven experience in customer support operations, including calls and ticket management.
- Strong analytical skills with the ability to interpret data and identify actionable insights.
- Familiarity with quality assurance principles and practices in a customer support environment.
- Experience working with AI technologies for customer support delivery is preferred.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
- Demonstrated ability to manage and improve customer complaints handling processes.
- Detail-oriented and organized, with the ability to manage multiple priorities and deadlines effectively.
Application Requirements:
To apply for this position, please submit your resume on email at [HIDDEN TEXT] along with a cover letter addressing the following questions:
- Are you currently employed If so, please specify your current job role and employer.
- What motivates you to seek a job change at this time
- Describe the type of job role you are seeking and how it aligns with your career goals.
- What relevant work experience do you possess, and how does it qualify you for this position
- Share your strengths and weaknesses as they relate to the responsibilities of an Operations Analyst in a customer support department.
- Can you provide references who can speak to your work performance and capabilities
- Have you worked on customer support processes, including calls and tickets, in previous roles
- Have you conducted quality assurance assessments on customer support interactions
- Do you have any experience with AI technologies for delivering customer support If so, please elaborate.
- Can you share examples of how you have improved the quality of customer support in your previous roles
- What experience do you have in managing and improving customer complaints handling processes
We look forward to reviewing your application and considering you for this exciting opportunity in our Customer Support Department.
Job tags
Salary
