Operations Quality Analyst

Confidential; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Confidential is seeking a Customer Experience Analyst to monitor frontline agent interactions across calls, emails, and chat, and perform root-cause analysis to uphold quality assurance and exceptional customer experience.

The role includes transaction monitoring, reporting, targeted analysis, and calibration activities, with nesting and coaching support to improve processes and client satisfaction.

Responsibilities

• Monitors and audits CSR transactions to ensure quality assurance and customer experience.
• Creates and updates Customer Experience reports (e.g., Daily Internal Errors, MIS) from relevant files.
• Reviews data affecting CX metrics and suggests improvements.
• Investigates customer complaints and non-compliance; issues incident reports.
• Prepares calibration materials and participates in discussions to align with coaching.
• Provides findings to Operations and training during nesting.
• Executes tasks to meet quality objectives.

Tools

Verint 11

Job description

The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

• Transaction Monitoring - Monitors and 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.
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• 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 and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
• New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.
• Others - Performs tasks assigned by the immediate supervisor to accomplish accounts’ quality objectives.