Quality Analyst - Customer Service

Key job responsibilities :

- Monitor and report on quality metrics, deep dive and identify trends/root causes

- Perform review of customer service associates from all channels to ensure adherence to quality assurance standards

- Identify agent performance improvement opportunities through contact evaluations, data analysis and provide feedback (observations and trends) to Customer Service - Managers and the Training Specialist

- Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps

- Assist with QA ad hoc projects and create reports in a timely manner

- Engage with various teams such as operations, training, communication to ensure the highest quality service delivery to customers

Basic Qualifications :

- Bachelor's Degree in business or relevant work experience

- Professional experience by using English with all skills (reading, writing, listening and speaking)

- 2+ years of relevant experience in quality, process improvement or related industry

- Experience of using Excel, Access DB and Quality tools

- Experience in owning improvement projects to remove defects

Preferred Qualifications :

- Excellent time-management, organizational, and prioritization skills

- Keen eye for detail and high level of accuracy

- Previous work experience in a B2B domain

- Experience with Data Analytics

- Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written.

- Detail-oriented, analytical, proactive approach to problem-solving and identification

- Must be in good standing in current role, and a blue badge employee

- Excited about working in a diverse group and contributing to an inclusive culture