Senior Analyst Quality
emerson
Quezon City, National Capital Region, Philippines
2d ago

Description

The Senior Quality Analyst is responsible for monitoring, assessing, analyzing and providing feedback for agent to consumer interactions to ensure InSinkErator quality standards and expectations are met.

Responsibilities

This position is responsible for consistent quality monitoring of contact center interactions under the guidance of scorecard measurements and KPI goals.

Monitoring :

  • Completes remote and side by side monitoring of agent transactions to ensure consistency in handling and confirm adherence to lnSinkErator expectations.
  • Monitoring of agent responses of the US Inbound, Escalation, Commercial, Email, Social Media and Text / Chat responses
  • Monitors agent trends thru Oracle reporting tool and dashboards
  • Compiles and tracks performance at team and individual level
  • Assessing

  • Coordinates and facilitates calibration sessions with the Team Leads and Racine to ensure alignment in scoring using the QA scorecard and identify performance gaps and flag training opportunities
  • Reporting, Feedback and Analysis

  • Consolidates quality monitoring results for data analysis, report outs and proposal of feedback loops.
  • Provides actionable data to the management team as needed
  • Regularly communicates monitoring results of agent successes and opportunities to Operations for coaching and / or training purposes
  • Presents QA analysis to POCs and local management team on Quarterly Business Reviews
  • Updates performance dashboards on a weekly and monthly basis
  • Identifying and addressing potential customer interaction issues
  • Others

  • Keeps track of industry trends and other relevant contact center best practices
  • Creates and maintains standardized work procedure
  • Additional Functions

  • Back up for the Trainer
  • Handles other duties as assigned
  • Requirements

  • Graduate of any 4-year degree course
  • Minimum of 2 year experience taking US Inbound calls
  • Moments of Truth Training
  • Customer Service Skills Training
  • Basic to Intermediate Excel Training
  • Perfect Execution Training
  • Expert knowledge of InSinkErator Knowledgebase, processes and products;
  • Advanced problem-solving and analytical skills
  • Excellent verbal, written and interpersonal communication skills
  • Utilizes critical thinking to identify performance gaps and propose resolutions, conclusion and approaches to quality issues.
  • Delivers messages in a clear, compelling and concise manner.
  • Foundational knowledge and application of Contact Center operational metrics
  • Demonstrates proficiency with Oracle and MS Office applications
  • Excellent attention to detail
  • Outstanding active listening and analytical skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Displays appropriately sense of urgency to complete tasks under deadline
  • Solid time management skills
  • Ability to multi-task
  • Superior interpersonal skills and teamwork, collaborates and works well with others
  • Results oriented, flexible, organized and systematic
  • Self-driven and motivated; takes initiative - willing to take new instructions and work requests
  • Resilient and is adaptable to any change that may be implemented
  • Willing to work on shifting operations which may include work on weekends with scheduled day off, to support the assigned business and customers.
  • Willing to work overtime or on rest day over time to support manpower requirement of the operations during critical days and / or peak season.
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