CX Analyst Apprentice

4 days ago

Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱800,000 - ₱1,200,000 per year

Description
Position Purpose:
The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Essential Functions and Responsibilities:

  • Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
  • Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
  • Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)

Requirements
Minimum Qualifications:

  • Have completed at least 2 years in college. Have handled the same position for at least 1-2 years in a call center/ BPO company
  • Previous experience providing statistical analysis support in a call center environment or providing analyst support in a Quality function is preferred.
  • Experience using statistical and performance analysis tools to support continuous quality improvement and coaching is preferred.
  • Can objectively quantify performance against standards and models to identify performance gaps and analyze results to determine corrective action and increase performance.
  • Must be proficient with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred.
  • Strong verbal, interpersonal, written, and presentation skills is preferred
  • Can manage multiple projects and to be able to quantify project results using project management skills and software is preferred.
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Quezon City (Commonwealth/SM Fairview).
  • Can start ASAP

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