Deskripsi Pekerjaan
Are you a data-driven professional with a passion for process optimization and learning innovation? Sales Rain BPO Inc. is seeking a dynamic Quality, Learning & Insights Analyst to join our high-performing team in Eastwood, Metro Manila. In this pivotal role, you will lead the integration of AI-driven solutions to revolutionize our Quality Assurance (QA) frameworks, training methodologies, and analytical reporting.
As we continue to scale, we are looking for a forward-thinking expert who can translate raw data into actionable insights, identifying performance gaps and designing targeted learning interventions. You will be at the forefront of bridging the gap between operational excellence and technological advancement, ensuring our BPO services remain world-class.
If you are tech-savvy, detail-oriented, and ready to leverage AI to reshape how we measure success and develop talent, we invite you to apply.
Tanggung Jawab
- Develop and implement AI-powered monitoring tools to automate and enhance Quality Assurance processes.
- Analyze operational performance data to identify trends, training needs, and areas for service improvement.
- Design, curate, and deliver engaging training modules based on data-driven insights and business requirements.
- Collaborate with operations and management teams to establish KPIs and performance benchmarks.
- Produce regular, high-impact analytical reports detailing productivity, accuracy, and customer satisfaction metrics.
- Conduct deep-dive audits of customer interactions to provide constructive feedback to agents and team leads.
- Lead process improvement initiatives to optimize workflows and reduce operational bottlenecks using analytical insights.
Kualifikasi
- Bachelor’s degree in Business Administration, Education, Psychology, Data Science, or a related field.
- At least 2-3 years of experience in a Quality Assurance, Training, or Data Analysis role within the BPO industry.
- Strong working knowledge of AI tools and automated reporting software.
- Exceptional analytical and problem-solving skills with a high degree of proficiency in Excel, Google Sheets, or BI tools (e.g., Power BI, Tableau).
- Strong communication skills, with the ability to translate complex data into clear, actionable advice.
- Proven ability to develop training curriculum that addresses performance gaps.
- High level of integrity, attention to detail, and ability to work in a fast-paced environment.