Get to know the Role:
This role is to review all responses of Customer Experience and provide actionable insights to ensure consistent understanding of quality guidelines and expected behaviors.
The day-to-day activities:
- Review and rate phone call recordings and email responses of Customer Experience representatives using the prescribed quality guidelines;
- Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge;
- Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist;
- Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations;
- Document quality assessments and feedback;
- Generate and manage trending quality scores and relevant data while providing reports to stakeholders;
- Continuously learn and update oneself on the latest product and process;
- Share best practices with team members
The must haves:
- Bachelor's degree in either Education, Communications, Business or a related discipline; or equivalent combination of education and experience that is required for the specific job level (Minimum of 2 years and above preferred).
- Excellent English in written and spoken communication
- High knowledge of the company's products, services and business operations (If internal applicant)
- Project coordination experience preferred
- Strong acumen in data analysis, reporting, time management, and organizational skills
- Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
- Ability to work both independently and in a team environment
