Quality Analyst

Responsibilities

Coordinates and facilitates call calibration/training sessions for call center staff.

Publishes quality trends, feedback and improvement / enhancement reports.

Conduct quality monitoring and coaching

Deal tactfully and courteously with clients

Produce Quality reports and dashboards such as TNI, Pareto etc.

Drive process improvement and ensure process compliance.

Contribute to the development of the short and long term goals of the process.

Ensure quality and

CSAT targets are met at all times.Drive first call resolution and quality initiatives in the program.

Requirements

Minimum 1-2 years experience as a QA in both inbound and outbound projects

Preferred:
Experience in handling a Logistics program (non voice) is preferred.

 

Skillset

Excellent oral, written and interpersonal communication skills.

Exceptional listening and analytical skills.

Intermediate level of knowledge in MS-Office.

Works accurately and with an eye for details.