Quality Auditing Analyst

Performing quality review
- Tagging Dsats (dissatisfied customer survey responses)
- Maintain Csat process
- Resolving quality disputes
- sending quality communications/reminders to the relevant teams
- Providing 1:1 feedbacks and coaching to agents
- Preparing for/delivering monthly quality team meetings
- Carrying out quality reporting
- Providing back-up to other WAs in case of absences
- Ensure comprehensive process knowledge for their aligned tower(s)
- Measure agents' adherence to internal and external policies and procedures
- Improve consistency and quality of the communication of interactions across all customer channels
- Access business execution - detect and report broken or inefficient policies, processes or operational issues across their aligned tower(s) and provide suggested improvement where possible (partnering with SMEs)
- Escalate potential quality issues, such as not hitting SLAs/not conducting the expected amount of Quality reviews, immediately to Quality management
- Detect and report broken or inefficient Quality processes and provide suggested improvements
- Open to College graduate and undergraduate with relevant work experience
- Must have at least 3 years of work experience in Quality Assurance (QA) under BPO industry
- Excellent verbal and written English communications skills
- Able to adapt quickly to changes in workflow
- Mastery of all customer-communication
- Comfortable communicating with all levels of management