Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? Sales Rain BPO Inc. is seeking a dedicated Quality Analyst to join our dynamic team in Quezon City. In this role, you will play a pivotal part in maintaining our high operational standards by conducting thorough quality assurance reviews and providing actionable insights to enhance team performance.
As a Quality Analyst, you will be the backbone of our quality monitoring processes, ensuring that every interaction meets our stringent service level agreements. We are looking for an analytical thinker who can identify trends, troubleshoot process gaps, and collaborate with internal stakeholders to drive continuous improvement across our service lines. If you thrive in a fast-paced BPO environment and are committed to delivering top-tier results, we invite you to grow your career with us.
Tanggung Jawab
- Conduct daily quality monitoring and audits of operational workflows to ensure compliance and accuracy.
- Analyze performance data to identify trends, root causes of errors, and areas for process optimization.
- Provide constructive, objective feedback to agents and team leads to improve service quality.
- Prepare detailed daily, weekly, and monthly quality reports for management review.
- Participate in calibration sessions to ensure consistency in evaluation criteria across the quality team.
- Identify process bottlenecks and propose effective solutions to enhance operational efficiency.
- Maintain updated documentation of quality standards, policies, and procedural changes.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 1-2 years of experience as a Quality Analyst or in a similar Quality Assurance role within the BPO industry.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and quality monitoring software.
- Excellent verbal and written communication skills in English.
- Ability to work independently, manage time effectively, and handle multiple priorities.
- Strong understanding of contact center metrics and KPIs.