Service Center Quality Analyst

2 days ago

Caloocan, Philippines Willis Towers Watson Full time

The Role Handles contact scoring as designated Reviews client and Service Center knowledgebases, drafts/submits updates as needed Suggests potential opportunities for enhancements to onboarding/client training materials to client and training teams Assists Quality Supervisors with training new supervisors on proper contact scoring Assists Quality Supervisors with ensuring the accuracy of quality results by conducting contact scoring reviews to determine process and systems improvement Assists Quality Supervisors with regular rotating reviews of new supervisor contact scores Participates in regular review of the Call and Chat scoring matrix and associated training materials Handles participant contacts (calls, chats, or Message Center) as needed during periods of high volume Assists training team/supervisors with CSR go-live assistance (mock calls, live monitoring, etc.) Qualifications Associates or Bachelor's degree a plus Minimum 6 months of experience meeting or exceeding expectations as a CSR (colleague or contractor) Ability to communicate policies and procedures and ensure compliance Ability and desire to encourage the professional development of colleagues and improve service delivery to clients Sound interpersonal skills, both written and verbal Proficiency in the use of computers and Microsoft Office programs (specifically Excel, PowerPoint, Word, Teams, and Outlook) Excellent attention to detail and organizational/time management skills to meet deadlines Ability to type 35-40 wpm Ability to work a flexible work schedule within core North America-based Service Center hours, be punctual to work, and proactively volunteer for additional hours as business needs dictate Ability to successfully work in a virtual team environment with minimal supervision and demonstrate initiative WTW is an equal opportunity employer. #J-18808-Ljbffr

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