Deskripsi Pekerjaan
Join our dynamic team at EXL Services as a Quality Analyst in our Business Process Outsourcing (BPO) division located at the Mall of Asia. This exciting opportunity allows you to ensure excellence in customer service by monitoring transactions and providing valuable insights to improve our service delivery.
As a Quality Analyst, you will play a crucial role in maintaining high standards across all customer interactions. You will analyze call recordings, evaluate agent performance against established metrics, and provide constructive feedback to help team members enhance their skills. Your expertise will directly contribute to our mission of delivering exceptional customer experiences.
If you have a keen eye for detail, strong analytical skills, and a passion for quality improvement, we encourage you to apply for this position. EXL Services offers a supportive work environment, competitive compensation, and opportunities for career growth within a global leader in business process management.
Tanggung Jawab
- Monitor and evaluate transactions to ensure compliance with established process guidelines
- Conduct comprehensive call quality assessments and provide detailed feedback to associates
- Identify trends in performance data and recommend improvements to service delivery
- Develop and implement coaching strategies to enhance agent performance
- Collaborate with team leaders to address quality gaps and implement corrective actions
- Maintain accurate documentation of quality assessments and coaching sessions
- Stay updated with industry best practices and incorporate them into quality standards
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, Communication, or related field
- At least 1-2 years of experience in quality assurance or call center environment
- Strong analytical skills with attention to detail
- Excellent communication and coaching abilities
- Familiarity with quality assessment methodologies and tools
- Proficiency in MS Office applications and quality management software
- Ability to work independently and as part of a team
- Strong problem-solving skills and decision-making abilities