How to Be Quality Support Analyst - Job Description, Skills, and Interview Questions

Apr 21, 2021 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

The lack of quality support analysts is having a direct effect on customer satisfaction. Without knowledgeable and useful support analysts, customers are left feeling frustrated and unsupported. This has caused a decrease in customer loyalty and has led to a decrease in both customer retention and revenue.

Companies must invest in training and hiring quality support analysts to ensure they are providing the best customer service possible. This will help to ensure customer satisfaction and increase customer loyalty, resulting in an overall increase in revenue.

Steps How to Become

Obtain a Bachelor's Degree. Earning a bachelor's degree in computer science, information technology, or a related field is the first step to becoming a Quality Support Analyst.
Gain Experience in Quality Assurance Testing. To become a Quality Support Analyst, you will need to gain experience in quality assurance testing. This can be done by working in a quality assurance role or interning with a company that specializes in quality assurance.
Develop Technical Skills. Quality Support Analysts must have strong technical skills, including programming languages and software development skills. It is important to develop these skills to be successful as a Quality Support Analyst.
Learn Quality Assurance Best Practices. Quality Support Analysts must be knowledgeable in quality assurance best practices, including software testing and defect management. Taking courses or attending seminars on these topics will help you become an effective Quality Support Analyst.
Obtain Professional Certification. Obtaining professional certification in software testing and quality assurance is an excellent way to demonstrate your knowledge and skills in the field. There are a variety of certifications available, such as the Certified Software Testing Professional (CSTP) and the Certified Quality Assurance Professional (CQAP).
Look for Job Opportunities. Once you have gained experience and developed the necessary skills, you can start looking for job opportunities as a Quality Support Analyst. Many companies advertise openings for these positions on their websites or job boards.

The quality of a Support Analyst is determined by the combination of their knowledge, experience, and attitude. Knowledge is acquired through training, education and experience. Having a positive attitude and an eagerness to learn will help in the development of a competent Support Analyst.

Experience is gained through working with clients, solving problems, and finding solutions. It is important to be open to constructive feedback and strive to improve the quality of work. With these skills and qualities, a Support Analyst can become an ideal candidate for the position.

You may want to check Quality Improvement Engineer, Quality Improvement Analyst, and Quality Improvement Coordinator for alternative.

Job Description

Monitor and review customer support emails, webforms, and telephone calls for customer inquiries.
Provide technical assistance and customer service support to end users.
Respond to customer inquiries in a timely and accurate manner.
Identify and escalate issues to higher-level support personnel.
Document customer issues and resolutions in the customer database.
Investigate and troubleshoot customer complaints and technical problems.
Develop and maintain knowledge base articles and FAQs for customers.
Maintain customer profiles and contact information.
Collaborate with other departments to resolve customer issues.
Develop and recommend process improvements to increase customer satisfaction.

Skills and Competencies to Have

Attention to detail
Analytical and problem-solving skills
Technical aptitude
Knowledge of IT systems and services
Excellent troubleshooting skills
Strong communication and customer service skills
Ability to work independently and in a team environment
Knowledge of applicable laws, regulations, and industry standards
Ability to interpret and explain technical information
Ability to handle multiple tasks and prioritize workload

Having strong problem solving skills is essential for a Quality Support Analyst. Being able to quickly identify and debug issues, while keeping track of the details, is an invaluable asset. Understanding the root cause of errors and developing solutions that are both efficient and effective is a must.

Excellent communication skills are also important for effective communication between the analyst, their team, and customers. a Quality Support Analyst should be organized and able to prioritize tasks based on importance and urgency. Without these qualities, it would be difficult to effectively support customers, ensuring their satisfaction with the product or service.

Knowing how to utilize the available resources and tools is also important, as this can help reduce the amount of time needed to solve issues.

Quality Management Specialist, Quality Improvement Inspector, and Quality Systems Manager are related jobs you may like.

Frequent Interview Questions

What experience do you have with identifying, documenting and resolving quality issues?
What experience do you have with analyzing customer data and trends to identify defects?
How do you ensure that the quality of products meets required standards?
How do you prioritize tasks when faced with competing deadlines?
Describe a time when you had to work collaboratively with a team to resolve a quality issue.
Describe a situation where you had to handle a difficult customer and resolve their issue.
How do you stay up to date on the latest quality standards and best practices?
What experience do you have with creating and maintaining technical documentation?
How do you handle unexpected challenges that arise in the course of your work?
What strategies do you use to stay organized and motivated when working on quality-related tasks?

Common Tools in Industry

Ticketing System. A ticketing system is a software application used to create, update, and manage customer service requests. Example: Zendesk.
Issue Tracking Software. Issue tracking software is designed to help teams keep track of bugs and other issues that arise during a project's development. Example: Jira.
Knowledge Base Software. Knowledge base software is used to store and share information related to customer service, such as frequently asked questions (FAQs), how-to guides, and product information. Example: Help Scout.
Chatbot Software. Chatbot software is used to engage customers with automated conversation, either through text or voice. Example: Intercom.
Project Management Software. Project management software is used to plan and manage tasks and resources related to a project. Example: Asana.
Remote Support Software. Remote support software allows a customer service representative to connect remotely to a customers device in order to provide technical assistance. Example: TeamViewer.

Professional Organizations to Know

International Quality Federation (IQF)
American Society for Quality (ASQ)
Institute of Quality Assurance (IQA)
International Institute of Business Analysis (IIBA)
Project Management Institute (PMI)
Association for Computing Machinery (ACM)
Institute of Management Consultants (IMC)
Association for Quality and Participation (AQP)
International Association for Six Sigma Certification (IASSC)
International Organization for Standardization (ISO)

We also have Quality Improvement Technician, Quality Management Analyst, and Quality Assurance Lead jobs reports.

Common Important Terms

Incident Management. The process of responding to, diagnosing, and resolving incidents and service requests.
Problem Management. The process of identifying, diagnosing, and resolving underlying issues that can cause incidents.
Service Level Agreements (SLAs). Agreements between a service provider and a customer that specify the level of service to be provided.
Change Management. The process of planning, scheduling, and controlling changes to products and services.
Quality Assurance. A systematic approach to ensuring the quality of products or services delivered to customers.
Configuration Management. The process of tracking and controlling changes to products, services, and their related components.
Knowledge Management. The process of collecting, storing, retrieving, and sharing information within an organization.
Root Cause Analysis. The process of identifying the root cause or underlying issue that caused an incident or problem.

Frequently Asked Questions

What is a Quality Support Analyst?

A Quality Support Analyst is a professional that works to ensure the quality of products and services by providing technical support, testing, and analysis of customer feedback.

What skills are required for a Quality Support Analyst?

Quality Support Analysts must possess strong problem-solving skills and be able to identify and document errors. They must also have an understanding of software development and product lifecycles, as well as proficiency in software testing techniques.

What is the average salary for a Quality Support Analyst?

According to Glassdoor, the average salary for a Quality Support Analyst is approximately $61,000 per year.

What type of environment do Quality Support Analysts work in?

Quality Support Analysts typically work in a dynamic environment, managing multiple projects and tasks while coordinating with other teams. They must be able to adapt quickly to changes and have excellent communication skills.

What are the duties of a Quality Support Analyst?

Quality Support Analysts are responsible for providing technical support and testing services, as well as analyzing customer feedback. They must review product lifecycles, identify defects, document errors, and collaborate with other teams to ensure quality assurance.