Support Quality Analyst

Job Description

Apollo.io, a leading go-to-market solution company, is looking for a Quality Support Analyst. This role is based in Mexico City and requires full English fluency. The Quality Support Analyst will assist the support team in providing a world-class support experience and building enduring customer relationships through timely solutions and high standards.Responsibilities:

• QA Monitoring: Monitor and evaluate customer support interactions.
• Performance Analysis: Analyze customer support metrics.
• Material creation: Create IKBs and calibrations.
• Training and Education: Conduct training sessions for customer service representatives.
• Feedback and Coaching: Provide constructive feedback to support representatives.
• Quality Standards Development: Develop and refine quality standards.
• Process Improvement: Identify opportunities to streamline workflows.
• Quality Reporting: Prepare and distribute QA reports.
• Cross-functional Collaboration: Collaborate with other departments.

Requirements:

• 2+ years of experience in customer support or customer support & sales.
• Experience working in a fast-paced environment.
• Previous experience with multi-channel support (email, chat, and/or phone).
• Working experience with Salesforce, Zendesk, and Intercom (or similar tools).
• Experience working a set schedule, and managing their own time efficiently.
• Experience with Excel and other Microsoft/reporting tools.
• Experience with any auditing tool.

What Apollo.io Offers:

• A culture of continuous improvement.
• Investment in employee growth.
• A collaborative environment.
• Encouragement of bold ideas and courageous action.