Quality Analyst - Customer Experience & Insights

Bosch Service Solutions, Inc.; Pateros; In loco; PHP 300.000 - 600.000; Tempo pieno

Descrizione del lavoro

Bosch Service Solutions, Inc. is seeking a Quality Assurance professional to conduct quality evaluations of calls and transactions, monitor KPIs, and identify trends for continuous improvement. The role involves coaching teams, identifying training needs, and collaborating with Team Leaders and Global Quality to uphold high customer experience standards.

The position emphasizes data-driven reporting, proactive problem solving, and maintaining strong attention to detail across Quality initiatives.

Competenze

• Demonstrates constructive, objective, and actionable feedback.
• Maintains a positive, professional, and solutions-oriented attitude.
• Serves as a positive role model for Quality and Operations.
• Keeps good attendance, punctuality, and conduct.
• No active corrective or disciplinary action at application time.
• Shows consistent productivity and performance.
• Maintains a strong customer and client-focused mindset.
• Demonstrates strong analytical skills and attention to detail.
• Excellent communication, coaching, and interpersonal skills.
• Shows initiative, accountability, and ownership.
• Collaborates with agents, Team Leaders, Operations, Training, and other Quality stakeholders.
• Flexible to support varying schedules, including early or late shifts.
• Maintains phone time and live call-handling exposure.
• Provides additional operational support when needed.

Mansioni

• Conducts quality evaluations of calls and transactions to ensure compliance with processes, standards, and customer experience expectations.
• Supports the OPM in monitoring and achieving Quality targets and KPIs across the assigned LOB.
• Identifies, analyzes, and escalates quality gaps, recurring errors, compliance risks, and performance trends to the OPM and Team Leaders.
• Prepares accurate internal and external Quality reports, including evaluation results, trends, and key findings.
• Partners with Team Leaders to drive continuous improvement of call and transaction quality.
• Supports Team Leaders in developing and implementing quality improvement initiatives and corrective actions.
• Provides Team Leaders with actionable feedback on individual and team Quality performance, including strengths and improvement areas.
• Identifies training and coaching opportunities based on evaluation results, error trends, and root-cause analysis.
• Supports Team Leaders in conducting training needs analysis and prioritizing interventions based on Quality findings.
• Collaborates with Team Leaders in planning and delivering targeted coaching and refresher sessions for performance gaps.
• Develops and implements SMART action plans for recurring or significant Quality issues and monitors progress against actions.
• Participates in calibration sessions to promote evaluation consistency and alignment across Quality, Operations, and stakeholders.
• Collaborates with the Global Quality Team on Quality standards, initiatives, and continuous improvement activities.
• Reviews and supports resolution of customer complaints and Quality-related escalations, including root-cause identification and corrective actions.
• Provides agents with structured coaching and feedback on call handling, focusing on process adherence, accuracy, compliance, and customer experience.
• Maintains required phone time and live call-handling exposure to ensure process knowledge and operational proficiency.
• Handles live customer calls as scheduled to maintain process knowledge and practical understanding of operator challenges.
• Applies insights from call handling to strengthen quality evaluations, coaching, root-cause analysis, and improvement recommendations.

Descrizione del lavoro

Bosch Service Solutions, Inc. is seeking a Quality Assurance professional to conduct quality evaluations of calls and transactions, monitor KPIs, and identify trends for continuous improvement. The role involves coaching teams, identifying training needs, and collaborating with Team Leaders and Global Quality to uphold high customer experience standards.

The position emphasizes data-driven reporting, proactive problem solving, and maintaining strong attention to detail across Quality initiatives.