Deskripsi Pekerjaan
Are you detail-oriented with a passion for ensuring excellence in service delivery? Welsend Global Services is looking for a skilled BPO Quality Analyst (Logistics) to join our dynamic team in Taguig City. In this pivotal role, you will be responsible for monitoring and evaluating customer interactions to ensure alignment with our high service standards.
We offer a collaborative environment where your insights can drive process improvements and enhance the overall customer experience. If you thrive in a fast-paced BPO setting and possess a keen eye for detail, we want to hear from you.
Tanggung Jawab
- Conduct comprehensive quality audits of inbound and outbound calls and emails related to logistics operations.
- Score interactions against established call scripts and service level agreements (SLAs).
- Analyze call data to identify trends, recurring issues, and coaching opportunities for agents.
- Provide constructive feedback and coaching to agents to improve their performance and soft skills.
- Generate and present weekly/monthly quality reports to management to track departmental performance.
- Collaborate with the operations team to implement corrective actions and process improvements.
- Ensure strict adherence to company policies, quality guidelines, and industry regulations.
Kualifikasi
- Bachelor's degree in any relevant field.
- Minimum of 1-2 years of experience in BPO Quality Assurance or Customer Service.
- Familiarity with logistics, supply chain, or freight forwarding concepts is highly preferred.
- Excellent analytical skills with the ability to interpret data and spot patterns.
- Proficient in using CRM software and Microsoft Office Suite (Excel, PowerPoint).
- Strong communication skills with a professional demeanor.
- Ability to work in a fast-paced environment and meet tight deadlines.