QualityAnalyst
Gratitude IncQualityAnalyst
Job Description
Key Skills
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Salary - 85K -95K THB
*Language Proficiency: English (B2 level) + Native Japanese
Location: Bangkok Thailand
About the Role:
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact
methods including chat and email
Essential Functions/Core Responsibilities
• One should be ok watching the egregious/sensitive content
• Someone coming from content moderation background preferred
● 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 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 l
● Support management focus on review of key drivers, metrics and operational processes
(including Training) that drive Balanced Scorecards and count profitability goals
● Bachelor's Degree in related field from a four-year college or university with less than one year
of relevant experience preferred
● Effective communication skills, both written and verbal
● Proficient in Microsoft Office
● Ability to multitask and meet timelines on deliverable
● Detail-oriented
Role
Any Other
Timings
Flexible (Permanent)
Industry
Telecom / ISP
Work Mode
NA
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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