Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for driving service excellence? PNI Business Solutions, Inc. is seeking a dedicated Quality Analyst to join our high-performing team in Eastwood, Metro Manila. In this role, you will play a critical part in shaping the customer experience for our premier international financial and banking account.
As a Quality Analyst, you will go beyond simple auditing. You will act as a consultant to operations, identifying trends, uncovering performance gaps, and implementing strategic coaching solutions to ensure we meet and exceed international compliance and service standards. If you thrive in a fast-paced environment and have a keen eye for accuracy, we want to hear from you.
Tanggung Jawab
- Conduct regular audits of customer interactions (calls, emails, chats) to ensure adherence to quality standards and regulatory compliance.
- Analyze performance data to identify trends, pain points, and opportunities for process improvement.
- Facilitate calibration sessions with operations management to ensure consistency in scoring and feedback.
- Provide actionable, constructive feedback to agents to drive individual performance growth.
- Prepare detailed weekly and monthly quality reports for leadership review.
- Collaborate with the training department to identify knowledge gaps and update coaching materials.
- Ensure 100% compliance with international financial privacy and security protocols.
Kualifikasi
- At least 2 years of experience as a Quality Analyst in a BPO setting, preferably within the Banking or Financial Services vertical.
- Strong understanding of quality assurance methodologies, including Root Cause Analysis (RCA).
- Excellent communication skills with the ability to provide professional and objective feedback.
- Proficiency in MS Office Suite, particularly Excel for data tracking and visualization.
- Ability to multitask and adapt to changing business requirements in a fast-paced environment.
- Strong analytical mindset with a high level of integrity and attention to detail.
- Experience with international accounts (US/UK/AU) is highly preferred.