Deskripsi Pekerjaan
EXL Services is seeking a detail-oriented Quality Analyst to join our dynamic team in Cebu, focusing on the Travel Campaign. In this role, you will be instrumental in ensuring excellence by monitoring performance, driving quality improvements, and making a real impact on our customer service operations.
As a Quality Analyst, you will play a crucial role in maintaining and elevating service standards within our call center environment. You will be responsible for conducting comprehensive quality audits, analyzing customer interactions, and providing actionable insights to enhance overall performance. Your keen eye for detail and commitment to quality will help shape the customer experience and drive continuous improvement initiatives.
This is an excellent opportunity for professionals who thrive in fast-paced environments and are passionate about delivering exceptional service. You will work closely with team leaders and operations managers to implement quality standards, conduct training sessions, and ensure compliance with company policies.
Join EXL Services and be part of a globally recognized leader in analytics and outsourcing solutions. We offer competitive compensation, growth opportunities, and a supportive work environment where your contributions will truly make a difference.
Tanggung Jawab
- Monitor and evaluate call center agent performance against established quality standards and metrics
- Conduct quality audits on customer interactions across various channels including phone, email, and chat
- Identify areas for improvement and develop corrective action plans to address performance gaps
- Prepare and present detailed quality reports, performance analytics, and trend analysis to management
- Train and coach team members on quality best practices, communication techniques, and compliance requirements
- Collaborate with operations leadership to design and implement quality improvement initiatives
- Ensure adherence to company policies, procedures, and industry regulations throughout all customer interactions
Kualifikasi
- Bachelor's degree in any field, business administration, or related discipline preferred
- Minimum of 1-2 years of experience in quality assurance, call center operations, or customer service environment
- Strong analytical and problem-solving skills with the ability to interpret complex data and draw meaningful conclusions
- Exceptional attention to detail and accuracy in evaluating performance and identifying issues
- Excellent communication and interpersonal skills with the ability to provide constructive feedback
- Proficiency in MS Office applications, particularly Excel, Word, and PowerPoint for reporting purposes
- Ability to work effectively in a fast-paced, high-volume call center environment
- Knowledge of quality management principles, methodologies, and industry best practices