Client Support Quality Assurance Analyst
Greater NYC Area
5 days ago
Review daily queues of tickets from our client support teams and score them based on a set of criteria.
Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary amount of daily tickets.
Learn, utilize, and multitask across a variety of tools to view account information, research and review policies while evaluating tickets.
Communicate effectively with internal leadership to identify client pain points and propose solutions to policy, client experience, or other areas for improvement.
Capture client insights to then work with our product team to improve the Client Interface and Client Experience.
Liaise with our offsite support agents on a range of client topics as the point of escalation.
Investigate individual client cases and account details.
Become a subject matter expert on each of DailyPay’s partnerships providing guidance to all support agents.
Assist in the development of training materials to address identified areas for improvement.
Assist and eventually lead support team’s training sessions remotely and onsite.
Assist with various other operational projects.