CS Quality Analyst

Job Objective: CS Quality Analyst are essential part of driving success in Customer Service Center. This role is mainly responsible in maintaining Quality Customer Service are delivered for the department. CS Quality Analyst are expected to maintain process alignment across Customer Service Department and other departments. CS Quality Analyst are expected to drive individual and team performance by executing the following actions as part of their regular cadence Real time coordination with relevant departments to resolve concerns Create reports to analyze and provide actionable recommendation to help improve different aspects of the business Facilitate necessary training to CS team members related to product and process updates CS Quality Analyst are highly motivated individuals who can perform well in a fast paced environment. An excellent communicator using different communication channels. Being detail oriented and critical thinking is also a must in becoming a successful CS Quality Analyst. Key Responsibilities: - Responsible driving Quality performance of CS Department (QA Score, NPS, CSAT, etc.) - Responsible for executing CS Training needs and represent CS for inter department process alignment - Real time and daily coordination with relevant department of CS issues received - Subject matter expert and escalation POC for CS agent - Responsible for monitoring customer interaction of CSC agents to maintain quality call / ticket handling - Responsible to summarizing and analyzing agent level and team level performance. Regular reporting to stakeholders to driver improvement in achieving KPI. Job Requirements: Leadership Skills: - Can work ASAP - Experienced in driving individual and team performance to achieve KPI - Has extensive background in facilitating coaching sessions to drive behaviors required to achieve mutual success - Has the ability to lead and influence teams towards achieving company goals Technical Skills: - Has good experience with Quality tools and processes - Has the ability to facilitate training sessions and lead team meetings related to product / company updates and / or onboarding sessions - Can execute call / ticket reviews to assess quality of CS agent interaction. Communication Skills: - Excellent verbal and written communication skills using English and Filipino Language. Ability to use different Filipino dialects (Bisaya, Ilocano, Kapampangan, etc.) is a plus Work Experience: - At least 2 years of experience as a Quality Analyst in a customer service industry is required with following background: - Experience in call center / BPO industry handling customer concerns - With background related to transportation service, logistics or any related fields Educational Background: - Must be Senior High School Graduate or higher educational attainment Work Set Up: - Amenable to 100% work on site and flexible to shifting schedule. Amenable to working during weekend and holidays. Other Skills Required: - Advanced skills to multitask, prioritize and properly document case details - Advanced knowledge to use office tools such as (Microsoft Office, Google Suite, etc.) - Critical thinking in resolving user / agent issues and has the ability to adapt to fast paced environment