Customer Support Quality Assistant

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 **