Quality Analyst

Location: Singapore
Job Type: Temporary / Contract
Reference: JO-2105-11570

Roles & Responsibilities:

  • Perform audits on recorded client interactions and provide evaluation feedback through QMS.
  • Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
  • Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances.
  • Highlight trends and red flags to the business for better improvements.
  • Ensure accurate maintenance of sample calls/chats library.
  • Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.


Requirements:


Tertiary education in preferred or equivalent practical experience.

  • Minimum of 2 years Quality auditing experience in a call center environment.
  • Has a clear understanding of call center’s quality framework and methodology.
  • Excellent interpersonal and communication skills.
  • Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
  • Ability to work in a fast pace environment.
  • Strong attention to detail.
  • Coaching experience is a plus.
  • Knowledge of digital advertising is a plus.
  • Experience in performing Root Cause Analysis/drilldown is a plus.
  • Hindi language to support the customers and business operations in India (speaking and writing).