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Data Insights Analyst

2 weeks ago

Davao City, Davao, Philippines OfficePartners, 360 Inc. Full time

About Our Team

Our team is dedicated to delivering exceptional customer experiences through our innovative approach to quality assurance and customer service. We are passionate about empowering our employees to drive process improvements and deliver outstanding results.

Job Overview

We are seeking an experienced Customer Service Quality Manager to join our team. As a key member of our quality assurance team, you will play a vital role in ensuring that our customer service operations meet the highest standards of quality and excellence.

About the Role

The successful candidate will have a strong background in quality assurance and customer service, with a proven track record of driving process improvements and delivering outstanding results. They will also have excellent leadership skills and be able to motivate and develop their team members.

Responsibilities

  • Quality Data Analysis: Analyze data from various sources to identify trends, patterns, and areas for improvement.
  • Process Improvement: Develop and implement process improvements to enhance quality and efficiency.
  • Coaching and Feedback: Provide coaching and feedback to customer service representatives to improve their performance.
  • Technical Support: Troubleshoot technical issues and provide support to customer service representatives.

Requirements

  • Education: Bachelor's degree in Business, Communications, or a related field (or equivalent work experience).
  • Experience: At least 2 years of experience in Quality Assurance in a BPO or customer service environment.
  • Skills: Strong analytical skills, excellent communication skills, and proficiency in Microsoft Excel, Google Sheets, and reporting tools.