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 into 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 into 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. It may also require cross-functional coordination to provide recommendations for process improvement.
• Perform call, chat, ticket and email audit/compliance check within a given timeframe.
• Producing Quality Reports and providing feedback to the Quality Manager, Team Leads and Coaches.
• To work together with Team Leads in ensuring that CSAT and DSAT OKRs are met.
• Perform other duties as assigned.

The must-haves:

• Degree/diploma holder
• At least 2-3years of experience in Quality Management in the Contact Centre environment is preferred
• High knowledge of the company's products, services, and business operations
• 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