Customer Service Analyst

The Customer Service Analyst QA or SME supports a large global client in the Customer Operations function within a multichannel environment covering B2B and B2C interactions across voice and non-voice channels. The role combines quality assurance and subject matter expertise responsibilities. It acts as a process expert, quality champion, and operational advisor, supporting complex-case resolution, quality monitoring, compliance, coaching, knowledge management, and continuous improvement in line with client contractual requirements, service-level agreements, quality standards, control frameworks, and data privacy obligations.

Responsibilities:

• Act as the subject matter expert for assigned products, processes, systems, policies, and customer journeys.
• Conduct quality audits and evaluations of customer interactions across calls, email, chat, web tickets, and social media using approved QA scorecards, standards, and sampling models.
• Assess adherence to SOPs, work instructions, scripts, customer requirements, regulatory obligations, data-protection controls, and quality standards.
• Provide real-time guidance and resolution support for complex, escalated, ambiguous, or exception-based customer inquiries across supported channels.
• Support customer service advisors and team leaders with process interpretation, case resolution, and decision guidance to improve first-contact resolution and reduce repeat contacts.
• Identify quality defects, process deviations, recurring issues, knowledge gaps, data inconsistencies, and operational risks, documenting findings with clear evidence and rationale.
• Conduct root-cause analysis for quality defects, complaints, escalations, and recurring service issues and recommend corrective and preventive actions.
• Deliver timely, structured, and actionable feedback to advisors, SMEs, and operational leaders to improve quality, compliance, and customer outcomes.
• Handle customer escalations and periodically manage live cases across multiple support channels to maintain hands-on operational knowledge, process expertise, and customer context.
• Support quality calibrations with operations, training, quality, and leadership teams to maintain consistent interpretation and application of standards.
• Validate process deviations and non-standard scenarios within approved authority levels and escalate matters outside the defined scope.

Requirements:

• Qualifications: Any degree.
• Years of experience: 1 to 5 years.
• Strong customer operations domain knowledge across supported products, processes, systems, and customer journeys.
• Proven experience performing quality audits, interaction evaluations, calibrations, and process reviews in a managed services environment.
• Ability to resolve complex, escalated, ambiguous, or exception-driven customer cases within defined authority levels.
• Strong understanding of SLA, KPI, QA, compliance, customer experience, and operational control frameworks.
• Experience conducting root-cause analysis and converting findings into practical corrective and preventive actions.
• Ability to identify recurring defects, process gaps, knowledge gaps, data issues, and operational risks.
• Working knowledge of CRM systems, case-management platforms, ticketing tools, QA applications, and knowledge repositories.
• Strong analytical capability, attention to detail, evidence-based assessment, and objective judgement.
• Fluent written and verbal English suitable for customer interaction, case handling, and documentation.
• English capability sufficient for internal communication, training, and quality discussions.
• Language requirements are aligned to the supported customer market and client contract.
• Keywords: International voice process, US voice process, international calling.