Service Center Quality Analyst

1 week ago

Taguig, National Capital Region, Philippines Willis Towers Watson Full time ₱250,000 - ₱500,000 per year

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.)

The Requirement

  • 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.

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