Quality Analyst - 4 HC [VN]

Job Title: Quality Analyst - 4 HC [VN]

Job Description:

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards. This position assists in assessing quality standards and providing insights to customers to contribute to program performance improvements.

Responsibilities:

1. Monitor, evaluate, and audit a sampling of inbound and/or outbound calls and other contact methods including chat and email, aligned with respective Agent CL11 of the account.
2. Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated) and report evaluation results to relevant stakeholders (Quality Leadership, Operations, Client, Account Management, Resource Unit).
3. Participate in calibration sessions and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
4. Maintain a strong program knowledge base, including understanding of client products, services, and program strategies.
5. Participate in quality task forces with Business stakeholders.
6. Complete phone time to stay current on programs (as applicable).
7. Contribute to maintaining forms and legends documents.
8. Support management in reviewing key drivers, metrics, and operational processes, including training, that influence Balanced Scorecards and profitability goals.

Additional Details:

• Location: MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40
• Language Requirements: [Specify languages if applicable]
• Time Type: Full time
• Application Deadline: 2025-01-11

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.