Deskripsi Pekerjaan
Join Asurion's dynamic team as a Quality & Insights Analyst and play a pivotal role in elevating our call center operations to world-class standards. In this critical position, you'll drive excellence by meticulously calibrating and auditing frontline and leadership roles, ensuring unwavering compliance with quality metrics and service protocols. Your analytical expertise will transform raw customer interaction data into actionable insights, directly enhancing service delivery and customer satisfaction.
As a key strategic partner, you'll collaborate with cross-functional teams to identify improvement opportunities, develop robust quality frameworks, and implement evidence-based solutions that optimize performance. This role offers the chance to make a tangible impact while working with a global technology leader committed to innovation and customer-centricity. If you're passionate about data-driven quality improvement and thrive in fast-paced environments, this is your opportunity to shape the future of customer service excellence.
Tanggung Jawab
- Conduct comprehensive quality audits and calibrations for call center agents and supervisors
- Analyze customer interactions to identify trends, gaps, and compliance issues
- Develop and maintain quality assurance frameworks and evaluation criteria
- Generate detailed performance reports with actionable insights for leadership
- Collaborate with training teams to design targeted improvement initiatives
- Monitor KPIs to ensure service quality standards are consistently met
- Provide constructive feedback to frontline teams to enhance performance
- Stay updated on industry best practices and regulatory requirements
Kualifikasi
- Bachelor's degree in Business, Psychology, or related field
- Minimum 2 years experience in quality assurance or call center operations
- Advanced analytical skills with ability to interpret complex datasets
- Proficiency in quality assessment tools and reporting software
- Strong attention to detail with exceptional documentation skills
- Excellent communication skills for delivering constructive feedback
- Experience with call center metrics (CSAT, FCR, AHT, etc.)
- Ability to work independently in a fast-paced environment