Call Center Quality Analyst

Roles and responsibilities:

Audit calls/interactions/transactions for aligned teammates

Coach teammates for performance improvement (campaign specific)

Provide inputs and basis audits for briefings and trainings which need identification

Partner with team leaders (TL) in leading team meetings for metrics improvement

Participate in strategic projects for the campaign/line of business (LOB)

Identify and escalate any potential quality issues per defined process

Isolate and report defects

Verify defect fixes

Suggest process/system improvements based on common customer concerns

Accomplish other responsibilities assigned by management

Drive quality initiatives, contests, and campaigns for the assigned span

Be updated on knowledge, and serve as an SME for thecampaign/LOB

Technical skills and qualifications:

• A graduate of any course is preferred
• Minimum 1 year work experience as a quality analyst
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.
• English level: B2

Soft skills:

Has strong customer centricity

Can assertively provide constructive feedback

Has good written and verbal communication skills

Thinks logically

Can manage conflicts

Pays strong attention to detail

Can work with minimal supervision

Demonstrates initiative and good judgment

Can work on multiple projects and is versatile

Can establish and maintain effective working relations with a wide variety of individuals

Can work with a diverse team

Has a 'continuous improvement' mindset

Personality traits:

- Demonstrates a clear thought process

- Articulates clearly

- Exercises conscientiousness and diligence

- Demonstratesassertiveness