Quality Analyst

Introduction

As a Quality Analyst, you are responsible for the compliance of quality monitoring standards, calibration, quota and quality performance attainment.

Key skills and experience

• Minimum 2 years experience in collections and/or customer service in a Contact Centre;
• Can converse well in English and Thai; C1 Level;
• Demonstrated proficiency in the following competencies: listening, understanding, responding, judging, initiative-oriented, customer service focus, problem solving, adaptability, attention to details and accuracy, results-oriented, teamwork and accountability;
• Strong organizational and time management skills;
• Proficiency in Microsoft Office (Word, Excel, PowerPoint);
• Willingness to acquire knowledge on new technologies and programs;
• Excellent attendance and punctuality;
• Post-secondary education in Business and/or equivalent work experience.

Responsibility

• Evaluate CSR inbound and outbound calls for all lines of business;
• Provide professional feedback and/or coaching to assigned CSRs and Team Managers;
• Utilize quality tools and various data sources to determine causes of quality issues;
• Work closely with the Contact Centre to assist and enhance customer experience;
• Recommend modifications and changes, if any, to the appropriate departments;
• Identify performance gaps for the Quality Team Manager to coach back to CSRs on training, skills development and improvement on quality standards;
• Ensure daily, weekly and monthly targets for evaluations are completed efficiently, accurately and in a timely manner;
• Conduct and participate in regular calibration sessions with Contact Centre Team Managers, Teams and Outsourced Partners to ensure consistency within all lines of business;
• Conduct and participate in regular Quality presentations and calibration sessions;
• Facilitate Coach Back meetings with CSR Teams;
• Assist in training of new Quality Analysts;
• Keep abreast of all programs, system changes and tools affecting job function;
• Promote and support quality efficiency, one-call resolution and customer satisfaction;
• Provide support on projects and other duties as assigned.