质检专员

招聘人数：5-8人 到岗时间：不限 年龄要求：不限 性别要求：不限 婚况要求：不限 Functional Responsibilities 1. Transaction Monitoring - Monitors an d audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need. 2. Reporting - Creates & Ｕpdates Customer Experience reports （e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.） for the acＣount by retrieving an d updating the respective files an d data. Maintains the files Ｕpdated for accurate analysis an d process improvement / innovation. 3. Targeted analysis - Reviews, analyzes, an d interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, an d overall strengths impacting customer experience. Creates effective recommendations to drive acＣount performance. 4. Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours an d compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary. 5. Calibrations an d Call Listening - Prepares in advance to analyze calibration material, an d ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, an d coaching methodology catering to internal an d external customers. Builds a call library that internal Ｏr external customers may use for learning sessions, meetings, etc. 6. New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations an d training department. 7. Others - Performs tasks assigned by the immediate supervisor to accomplish acＣounts’ quality objectives.
Who We Are Looking For
1.Bachelor’s degree in any field2. For external candidates, at least 2 years working experience in a call center an d at least 1 year within the quality role with impeccable performance.3. Proficiency with MS Office applications （i.e. MS Word, Excel, Powerpoint）4. Analytical skills. Problem-solving an d decision-making skills. Excellent oral an d written communication skills.5. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.