Quality Analyst

Get to know the Role:

Analyses contact centre CSAT and DISSAT, scrubbing DISSAT for actionable items related to agent improvement and work towards reduction of DISSAT score.

The day-to-day activities:

- Set up process for DISSAT analysis – detailed collection, aggregation, reporting and analysis of specific customer transactions that was identified as Dissatisfaction by customers through the Grabber Rating survey

- Proposal for monthly action items to improve dissatisfaction score

- Work cross functionally with Operations team to roll out campaigns to reduce dissatisfaction on identified areas

- Work closely with QA analysts to work on coaching agents for improvement leading to reduction of Dissatisfaction score

- Monthly report on progress

- May require periodical call out to customers to understand reason for Dissatisfaction

- Work cross functionally with Operations team, Quality and training team to roll out initiatives to improve dissatisfaction score



The must haves:

- Degree/diploma holder

- At least 2-3years experience in Quality Management in Contact Centre environment is preferred

- Knowledge of CSAT methodologies, NPS is advantageous

- Advance knowledge in MS Office especially MS excel

- Capacity to understand the business need

- Strong team player

- Innovation

- Customer focused

- Performance driven

- Strong planning skills

- Meticulous

- Good problem solving and decision-making skills

- Related experience in Call Centre specifically in Quality Analysis and Reporting