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Urgent | Quality Analyst | Onsite

Salary undisclosed

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Key Skills:

  • Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction.
  • Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to support continuous improvement initiatives
  • Develop and implement quality assurance process and guidelines to maintain consistent and effective customer service operations.
  • Ensure compliance with regulatory requirements, policies and industry standards related to customer interactions and data privacy


Qualifications:

  • Bachelor's Degree holder
  • has at least 2 years experience in ITSD Quality Assurance role in the BPO setting
  • Strong client/stakeholder management experience
  • Familiarity with customer service software and quality assurance monitoring tools
  • Strong background with QA methodologies
  • Experienced with performance metrics and KPI analysis
  • Willing to work on site and shifting schedules
  • Can start ASAP