Deskripsi Pekerjaan
Join Woolworths Group as a Customer Service Quality Analyst and play a pivotal role in elevating our customer experience standards. In this dynamic position, you'll meticulously evaluate customer interactions across multiple channels including phone calls, emails, and digital communications. Your analytical insights will directly influence agent performance improvements, ensuring our team consistently delivers exceptional service that aligns with Woolworths' commitment to excellence. By identifying trends, providing actionable feedback, and developing quality benchmarks, you'll help shape the future of our customer service operations. This role offers the opportunity to work within a fast-paced environment where your attention to detail and problem-solving skills will drive measurable improvements in customer satisfaction and operational efficiency.
Tanggung Jawab
- Conduct comprehensive quality evaluations of customer service interactions across all communication channels
- Analyze agent performance metrics and provide detailed feedback for continuous improvement
- Develop and maintain quality assurance standards and evaluation frameworks
- Identify recurring issues in customer interactions and recommend process enhancements
- Collaborate with team leads to deliver targeted coaching and training sessions
- Generate regular performance reports highlighting trends and opportunities
- Monitor compliance with service level agreements and brand guidelines
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, Communications, or related field
- Minimum 2 years of experience in customer service quality assurance or performance analysis
- Proficiency in quality assessment tools and CRM systems
- Strong analytical skills with attention to detail
- Excellent written and verbal communication skills
- Ability to interpret complex data and derive actionable insights
- Experience developing training materials and coaching methodologies
- Knowledge of customer service best practices and industry standards