Service Quality Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Analyzes performance data and feedback from customers/clients to pinpoint areas needing enhancement.

• Develops and executes programs and initiatives aimed at boosting process efficiency and improving customer and stakeholder satisfaction.

• Works collaboratively with other departments to identify the root causes of quality issues and formulate effective solutions.

• Leads process improvement projects alongside project teams to meet objectives and deadlines.

• Collaborates with the Training team to create and deliver training programs that support quality improvement initiatives and ensure the uniform application of quality standards.

• Establishes and maintains quality metrics and reports to monitor progress and foster accountability.

• Evaluates existing processes within the organization, identifies improvement opportunities, and offers recommendations.

• Engages in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure scoring consistency and accuracy.

• Continuously enhances knowledge of products, services, and processes by participating in training programs and ongoing learning modules.

• Cooperates with other departments as required to address issues.

• Maintains a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Follows company policies and procedures diligently.

• Achieves or surpasses performance targets for relevant KPIs.

⛳️ Requirements

• A high school diploma or equivalent is required.

• Excellent communication skills, both verbal and written.

• Familiarity with quality management systems and tools.

• Basic understanding of project management principles.

• Proficient in computer usage and various software applications.

• 1-2 years of experience in quality process improvement, quality assurance, or a similar role, preferably in a call center setting.

• Knowledge in data analysis is essential.

• A Bachelor's degree in Business Administration or a related field is preferred.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO coverage starting on day 1.

• Paid time off, including birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal as well as professional development.

• Employee Referral Program.

• Attractive office space for onsite employees.

• Complimentary lunch provided daily for onsite employees.