Quality Analyst (Thailand)

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.
• 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

The must haves:

• 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