Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? EXL Services is looking for a dedicated Quality Analyst to join our high-performing team in Pasay City. In this role, you will be the backbone of our Travel Campaign, ensuring that every customer interaction meets our rigorous standards for quality, accuracy, and efficiency.
You will be responsible for evaluating performance metrics, identifying areas for improvement, and collaborating with operations teams to drive excellence in service delivery. We are looking for someone who doesn't just catch errors, but proactively coaches and contributes to a culture of continuous improvement. If you have a sharp eye for detail and a knack for analytical problem-solving, we want to hear from you!
Tanggung Jawab
- Monitor and evaluate customer service interactions (calls, emails, chats) to ensure compliance with quality standards.
- Provide actionable feedback and coaching to team members to enhance performance and service delivery.
- Analyze quality trends and identify root causes of service gaps within the Travel Campaign.
- Prepare comprehensive quality reports for stakeholders to highlight performance trends and improvement opportunities.
- Participate in calibration sessions to ensure consistency in scoring and performance standards.
- Maintain up-to-date knowledge of travel industry policies and operational requirements.
- Support operational excellence initiatives to drive improvements in Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
Kualifikasi
- Minimum 1-2 years of experience as a Quality Analyst or in a similar Quality Assurance role within a BPO environment.
- Proven track record in the Travel/Airline industry is highly preferred.
- Strong analytical and critical thinking skills with the ability to translate data into actionable insights.
- Excellent verbal and written communication skills in English.
- Proficiency in MS Office Suite (Excel, PowerPoint, Word) and quality monitoring tools.
- Ability to thrive in a fast-paced, performance-driven environment.
- Strong coaching and interpersonal skills with the ability to provide constructive feedback effectively.