13 дней назад
Quality Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Quality Analyst (Customer Experience): Improving customer experience metrics through contact observations, quality evaluations, and team-level analysis with an accent on CSAT, issue resolution, ASAT, and defect identification. Focus on coaching consultants, identifying root causes, calibrating evaluations, and analyzing contact drivers and continuous improvement performance.
Location: Palayan City, Philippines
Company
provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.
What you will do
- Complete Customer Experience observations using the program evaluation form.
- Champion Customer Experience initiatives and actions for assigned teams.
- Analyze team performance across CSAT, Issue Resolution, and ASAT metrics.
- Identify interaction defects and root causes that affect customer satisfaction.
- Provide targeted recommendations and follow-up observations to improve consultant performance.
- Produce Level 1 analyses covering top contact drivers, defects, and lead/lag indicators.
Requirements
- 1–2 years of Quality Analyst experience in a call center setting.
- Fluent written and verbal English with B2 or higher communication skills.
- Strong computer literacy and proficiency in Microsoft Excel and PowerPoint.
- Understanding of quality audit and coaching processes.
- Ability to observe, analyze data, interpret findings, identify patterns, and provide constructive feedback.
- Strong customer orientation and a service-oriented attitude.
Culture & Benefits
- Full-time employment in a team-oriented environment.
- Work focused on continuous improvement and customer experience performance.
- Opportunities to collaborate with internal teams, clients, and external business customers.
- Information is handled confidentially according to EEO guidelines.
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