Quality Analyst
Quality Analyst
Posted on :
27-12-2024
Employer Active
1 Vacancy
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Job Description
Introduction
As a Quality Analyst you are responsible for the compliance of quality monitoring standards calibration quota and quality performance attainment.
Key skills and experience
- Minimum 2 years experience in collections and/or customer service in a Contact Centre;
- Can converse well in English and Thai; C1 Level;
- Demonstrated proficiency in the following competencies: listening understanding responding judging initiativeoriented customer service focus problem solving adaptability attention to details and accuracy resultsoriented teamwork and accountability;
- Strong organizational and time management skills;
- Proficiency in Microsoft Office (Word Excel PowerPoint);
- Willingness to acquire knowledge on new technologies and programs;
- Excellent attendance and punctuality;
- Postsecondary education in Business and/or equivalent work experience.
Responsibility
- Evaluate CSR inbound and outbound calls for all lines of business;
- Provide professional feedback and/or coaching to assigned CSRs and Team Managers;
- Utilize quality tools and various data sources to determine causes of quality issues;
- Work closely with the Contact Centre to assist and enhance customer experience;
- Recommend modifications and changes if any to the appropriate departments;
- Identify performance gaps for the Quality Team Manager to coach back to CSRs on training skills development and improvement on quality standards;
- Ensure daily weekly and monthly targets for evaluations are completed efficiently accurately and in a timely manner;
- Conduct and participate in regular calibration sessions with Contact Centre Team Managers Teams and Outsourced Partners to ensure consistency within all lines of business;
- Conduct and participate in regular Quality presentations and calibration sessions;
- Facilitate Coach Back meetings with CSR Teams;
- Assist in training of new Quality Analysts;
- Keep abreast of all programs system changes and tools affecting job function;
- Promote and support quality efficiency onecall resolution and customer satisfaction;
- Provide support on projects and other duties as assigned.
Employment Type
Full Time
Key Skills
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