Quality Analyst - Indonesian Speaker

Job Summary

To assure the Customer Service teams are in compliance with the company standards by monitoring calls, chats and emails, also creating and analyzing reports to generate actions. The primary objective is to assist management with discovering areas of improvement for processes and customer experience in the technical support teams.

Key Responsibilities:

• Perform sample reviews in order to monitor compliance with customer requirements.
• Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis in an effort to understand operational results and trends.
• Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
• Participate in the development of quality monitoring forms, samples, quality standards and training.
• Track actions and their impact on the overall operation.
• Monitor calls, chats and emails to ensure quality and consistency in messaging.
• Provide Support team management with regular feedback on employee performance.
• Coordinate with Training team to document and ensure adherence to policies, procedures and processes. Suggest changes as identified.
• Track, analyze and distribute KPIs on a daily, weekly and monthly basis to the management team.
• Escalate opportunities for growth.
• Calibrate constantly on audit review criteria to ensure the client s and our operation s understanding of the processes is the same.
• Carry on area s metrics Performance Improvement Plans.

Skills required:

• Excellent written and verbal communication.
• Excellent communicator with great interpersonal and presentation skills.
• Excellent customer experience.
• Knowledge in Google tools: Spreadsheets, Slides, Docs, etc.
• Capable of providing feedback, pointing out areas of improvement.
• Attention to detail.
• Previous experience in Quality/ Contact Center is a plus.
• Advanced level of required language