Quality Analyst

Responsibilities

• Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor
• Coordinates and facilitates call calibration/training sessions for call center staff
• Publishes quality trends, feedback and improvement / enhancement reports
• Conduct quality monitoring and coaching
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality, NPS and CSAT targets are met at all times
• Drive first call resolution and quality initiatives in the program


Skillset

• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge in MS-Office.
• Works accurately and with an eye for details.


Requirements

• At least 6 months relevant experience is required in a customer service in an inbound and outbound programs
• Preferred: Candidate must possess at least a Bachelor's/College Degree, any field