Total Security Limited is a multi-award winning cyber security business based in Segensworth, Hampshire. We are currently on the lookout for a Customer Support Quality Assistant to join the team to cover a period of maternity leave until May 2026.
** Total Security is the proud winner of South Coast Teach and Innovation Awards 'Employer of the Year' 2024 **
The Customer Support Quality Analyst is responsible for ensuring that the customer support team consistently provides high-quality service. This role involves monitoring and evaluating customer interactions, providing feedback and identifying areas for improvement in processes and policies. The CSQ Analyst will play a crucial role in maintaining and enhancing customer satisfaction and loyalty.
Key duties
Quality Monitoring:
●Monitor customer support interactions across various channels (phone, email, chat, social media).
●Evaluate interactions based on established criteria and quality standards.
●Identify trends and patterns in customer interactions and service delivery.
Feedback:
●Provide feedback to Quality & Support Project manager
●Provide feedback to the Operations Department
Reporting and Analysis:
●Work with the Q&S Project manager to prepare detailed reports on quality metrics, agent performance, and common issues.
●Analyse data to identify areas for process and service improvement.
●Present findings and recommendations to management.
Process Improvement:
●Work with the team to develop and implement strategies for improving service quality.
●Participate in the development and updating of QA standards and processes.
●Recommend changes to policies and procedures to enhance customer satisfaction.
Training:
●Assist in the design and delivery of training programs for new and existing support agents.
●Ensure that all team members are aware of and adhere to quality standards and procedures.
Customer Feedback Management:
●Gather and analyse customer feedback to identify service strengths and weaknesses.
●Monitor customer reviews on various platforms to highlight issues and commend positive feedback.
●Work with the team to address and resolve recurring issues.
●Provide actionable insights and suggestions to improve the overall customer experience.
Compliance:
●Stay updated with industry best practices and regulatory changes.
Compensation package
Salary: £26,000 + up to 10% personal performance-based bonus
Hours: Monday to Friday, flexible start time between 08:00-09:30, meaning end time between 17:00 - 18:30 depending on start time
Benefits package
* Generous food allowance at various local restaurants each month
* Free breakfast, lunch, snacks and fresh barista made coffee everyday
* Spotify vouchers
* Netflix vouchers
* On-site haircuts
* On-site gym
* Frequent company events
* Career progression and training opportunities
* + many more
** Please note this position is fully office based **