Quality Analyst - Digital Marketing

Quality Analyst - Digital Marketing

Net2source LLP
Other - Indonesia
3-8 years
601223 - 1099379 IDR

Job Description

Responsibilities:
• Quality Analyst will be responsible for monitoring call, email and chat
• QA will also be responsible for providing feedback, coaching and mentoring to Personnel as needed,
• Will work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
• Quality Specialists are also responsible for refresher training on process changes and analysis and reporting,
• To work closely with client to update and implement quality criteria and process changes.
Recommended qualifications:
• Experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
• Weekly auditing of agent cases and identifying agent level issues and trends.
• Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development.
• Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided.
• Fluent English is mandatory.
• Experience handling customers within service/technical fields within Call center environment.
• Expert familiarity with and quality review in all departments.
• Able to adapt quickly to changes in workflow.
• Excellent written, verbal, and customer service skills.
• Mastery of all customer-communication.
• Comfortable communicating with all levels of management.
• Excellent organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multi-tasking and prioritization.
• Clearly demonstrated passion for ensuring the success of Client's culture of excellence and commitment to quality and customer service.
• Project management experience to include an understanding of business process improvement method.
• Understand departmental policies and procedures.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals.

An American business services company founded in 1983. Headquartered in Fremont, California. Provides services within 10 industries: Automotive, Banking and Financial Services, Consumer Electronics, Energy and Public Sector, Healthcare Services, Insurance, Media and Communications, Retail and eCommerce, Technology, and Travel, Transportation and Tourism

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