Call Center Quality Analyst - Native Thai

Gratitude Inc

661 Views

18 hours ago

2-6 Year(s)

RM 25 - RM 30 Thousand p.m

Job Description

Key Skills

Call Center Thai BPO industry Quality Analyst

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• Monitors, evaluates and or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

• Maintains a strong program knowledge base; basic understanding of client products, services, and or program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)

• Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

KEY QUALIFICATIONS/SKILLS:

• Graduate with 2-6 years of working experience, preferably with experience in leading team.

• Excellent in oral and written English communication

• Relevant QA experience

• Bachelor’s degree in any field

• Excellent team player

• Analytical skills and display maturity

• Excellent in MS office - excel, power-point and ability to perform MIS

• Exposure to basic call quality tools is preferable

• Demonstrated proficiency in multi-tasking and clearly demonstrated passion for ensuring the success of program culture of excellence and commitment to quality and customer service.

• Passion for learning and creative problem-solving.

• Strong knowledge of cultural context in the user countries supported

Role

Business/EDP Analyst

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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