Quality Analyst, Customer Experience

Get to know the Role:

• 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 as prescribed by TQA Management.
• Continuously learn and update oneself on the latest product and process.

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 as prescribed by TQA Management.
• Continuously learn and update oneself on the latest product and process.
• Work closely with local and regional Quality Team to ensure alignment of all quality initiatives and actions. May also required cross functional coordination to provide recommendation for process improvement.

The must haves:

• Degree/diploma holder
• At least 2-3years experience in Quality Management in Contact Centre environment is preferred. (if external applicant)
• High knowledge of the company's products, services and business operations (If internal applicant)
• Advance knowledge in MS Office especially MS excel
• Capacity to evaluate and rate customer interaction based on the updated quality guidelines.
• Strong team player
• Innovator
• Customer focused
• Performance driven
• Ability to work both independently and in a team environment
• Related experience in Call Centre specifically in Quality Analysis and Reporting