Business Transformation: Customer Service - Quality Analyst
Shopee
Manila, Philippines
4d ago

Job Description :

  • Monitor calls, email and chat tickets
  • Scrub CSAT tickets to single out agent-related and business-related causative factors
  • Assess agent performance by identifying historical trends through CSAT and QA data analysis
  • Provides structured and timely recommendation through verbal and / or written feedback to Quality Supervisor / Manager
  • Initiate Quality Talk for new hires post-training to determine readiness and supplement concepts that were learned in the classroom
  • Develop and conduct team QA refresher to address QA deficiencies and / or improvement opportunities
  • Conduct calibration session to rate the same interaction(s), ensuring process alignment and uphold the same expectation
  • Meet individual and team targets and KPIs
  • Performs other similar and related duties as required or directed
  • Requirements :

  • Bachelor’s Degree is required of any course
  • Minimum of 2 years’ experience in QA
  • Proficient in MS Office and Google tools
  • Experience in reporting and analysis
  • Possess a QA mindset such as logical and critical thinking
  • Excellent verbal, written, interpersonal, analytical and organizational skills
  • Has a positive attitude and a genuine interest in helping people
  • Able to manage multiple tasks independently
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