Alabang | Quality Analyst | Customer Service

2 weeks ago

Manila, National Capital Region, Philippines Majorel (Formerly Arvato Bertelsmann) Full time

Position Summary:

The individual will be responsible for accurate, timely, and relevant analysis of Transaction Monitoring and Customer Experience data interpretation, associated processes, and root causes. The incumbent is responsible for collecting, analyzing, and interpreting trends that inform account level and agent-level action plans. Detailed knowledge of process mapping and quality methods allows a Quality Analyst to add value to the business by proactively identifying people, processes, tools, systems, or client-related areas of success and/or improvement. This individual will partner with all members of quality, operations, and the clients they the clients they may face.

Overall Responsibilities:

Collect the Customer Satisfaction survey results and perform the appropriate analysisDocument all procedures of the analysis and make the necessary recommendations to Operations and Quality ManagersConduct Analysis of quality data (CSAT and transaction monitoring) and relationship to other KPIs, drivers or trends.Maintain event log to improve analysis and action plans a neededProcess-mapping procedures documentationBuild and maintain monitoring forms and associated database management as neededCommunicate with and support Quality Manager, Operations Manager, Supervisors, leads, Trainers & QAParticipate and contribute to company projects and developmental meetings and action plans Job Requirements:Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS OutlookStrong working knowledge of Transaction Monitoring systems, preferably Nice, Witness, Verint, etc.Proven ability to manage people, processes, and technology with excellent leadership, developmental and organizational skills.Strategic thinker and strong analytical skills.Excellent understanding and QA principles, developing a QA team in a call center environment.Superior written and verbal communication skills and presentation skills.Demonstrated success managing new initiatives while meeting operating and budgetary requirements.Strong knowledge of call center software, technology and key indicators.Ability to manage and develop a team across multiple sites, virtual team experience. Education/Experience:Bachelor's Degree in related field from an accredited four-year college or university with some related work experience.Must have strong background and knowledge in Quality Assurance areas.With strong Business Process Improvement knowledge and/or trainingPreferably with experience in COPC, APAQ, Transaction Monitoring, Six SigmaPreferably with completed course in Transaction Monitoring/Call Center Quality Program Preferably with 1-2 years previous program experience

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