Quality Analyst

In Your Role as a Manager, You Will:

• 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.

• Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.

• 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

Qualifications

• 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 1 year, 2 years and above preferred).

• Excellent 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