Customer Service Quality Analysist

Customer Service Quality Analysist

Job Objective:

• CS Quality Analyst are essential part of driving success in Customer Service Center. This role is mainly responsible in maintaining Quality Customer Service are delivered for the department.  
• CS Quality Analyst are expected to maintain process alignment across Customer Service Department and other departments.  
• CS Quality Analyst are expected to drive individual and team performance by executing the following actions as part of their regular cadence  
• Real time coordination with relevant departments to resolve concerns  
• Create reports to analyze and provide actionable recommendation to help improve different aspects of the business  
• Facilitate necessary training to CS team members related to product and process updates  
• CS Quality Analyst are highly motivated individuals who can perform well in a fast paced environment. An excellent communicator using different communication channels. Being detail oriented and critical thinking is also a must in becoming a successful CS Quality Analyst.

Key Responsibilities:

• Responsible driving Quality performance of CS Department (QA Score, NPS, CSAT, etc.) 
• Responsible for executing CS Training needs and represent CS for inter department process alignment  
• Real time and daily coordination with relevant department of CS issues receivedSubject matter expert and escalation POC for CS agent  
• Responsible for monitoring customer interaction of CSC agents to maintain quality call / ticket handling  
• Responsible to summarizing and analyzing agent level and team level performance. Regular reporting to stakeholders to driver improvement in achieving KPI.

Job Requirements:

• Leadership Skills:   
• Can work ASAP
• Experienced in driving individual and team performance to achieve KPI 
• Has extensive background in facilitating coaching sessions to drive behaviors required to achieve mutual success 
• Has the ability to lead and influence teams towards achieving company goals 
• Technical Skills  
• Has good experience with Quality tools and processes 
• Has the ability to facilitate training sessions and lead team meetings related to product / company updates and / or onboarding sessions 
• Can execute call / ticket reviews to assess quality of CS agent interaction. 
• Communication Skills: Excellent verbal and written communication skills using English and Filipino Language. Ability to use different Filipino dialects (Bisaya, Ilocano, Kapampangan, etc.) is a plus 
• Work Experience : At least 2 years of experience as a Quality Analyst in a customer service industry is required with following background: 
• Experience in call center / BPO industry handling customer concerns 
• With background related to transportation service, logistics or any related fields 
• Educational Background: Must be Senior High School Graduate or higher educational attainment 
• Work Set Up: Amenable to 100% work on site and flexible to shifting schedule. Amenable to working during weekend and holidays. 

• Other Skills Required:   
• advanced skills to multitask, prioritize and properly document case details 
• Advanced knowledge to use office tools such as (Microsoft Office, Google Suite, etc.) 
• Critical thinking in resolving user / agent issues and has the ability to adapt to fast paced environment