Job Description Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes.
The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behaviour.
1.
Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Partner service 2.
To maintain desired levels of productivity & accuracy on audits performed by self 3.
To coach front line agents on overall SOP, Process and new changes 4.
Perform deep dive analysis to identify the root cause of vendor pain & flag potential issues.
Partner with internal stakeholders to drive VSAT improvement projects DUTIES AND RESPONSIBILITIES: ? Performs call monitoring and provides trend data to the site management team.
? Uses quality monitoring data management system to compile and track performance at team and individual level.
? Performs monitors of vendor care chat, Call, and email responses.
? Participates in call listening/ interaction deep dive programs to identify customer needs and expectations.
? Provides feedback to call centre team leaders and managers.
? Analyse VSAT ratings for the country/ BPO to identify vendor pain points.
? Flag non performing agents & support performance with coaching & feedback interventions via team leader ? Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives ? Participate in calibration calls to improve overall understanding & usage of QA Scorecard REQUIREMENTS: ? Ability to speak, read & write Tagalog & English Is mandatory ? Good customer service skills and dedication to providing exceptional customer care Array