Quality Analyst

Grab Vietnam

Ngày cập nhật: 21/05/2018

Responsibilities

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;
Continuously learn and update oneself on the latest product and process;
Share best practices with team members.

Requirements

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;
Strong training program design experience;
Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint);
Ability to work both independently and in a team environment.

Grab Vietnam

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