:

Audit calls/interactions/transactions for aligned Teammates

Coach Teammates for performance improvement (campaign specific) 

Report performance for an aligned span on a daily/weekly/monthly basis

Provide inputs and basis audits for briefings and training which need identification 

Partner with Team Leaders (TLs) in leading team meetings for metrics improvement

Participate in strategic projects for the campaign/LOB

Identify and escalate any potential quality issues per defined process

Isolate and report defects; verify defect fixes

Suggest process/system improvements based on common customer concerns

Accomplish other responsibilities assigned by management

Drive quality initiatives, contests and campaigns for the assigned span

Be updated on knowledge and serve as SME for the campaign/LOB

Technical skills and qualifications:

Graduate of any course (preferred)

Basic understanding of “Types of companies, Promoter Holdings & adherence to government regulations”

Must have worked in customer service (Voice & Back Office experience preferred)

At least one-year of work experience as a Quality Analyst (preferred)

Basic skills in Excel or Google Sheets 

Problem-solving skills

Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft skills:

Proficiency in English language - C1/C2 preferred

Has strong customer centricity

Can assertively provide constructive feedback

Has good written and verbal communication skills

Thinks logically

Can manage conflicts 

Pays strong attention to detail

Can work with minimal supervision

Demonstrates initiative and good judgment

Can work on multiple projects and is versatile

Can establish and maintain effective working relations with a wide variety of individuals

Can work with a diverse team

Has a Continuous Improvement mindset

Personality traits required:

Demonstrates clear thought process

Articulates clearly 

Exercises conscientiousness and diligence

Demonstrates assertiveness