22003753_en - professional - Quality AnalystSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22003753&lang=en
PH
Job Description:
OVERVIEW OF THE ROLE
The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program
Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement
Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)
Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes
Key roles and Responsibilities
Responsibility
Outcome
Activities
1. CE Team Delivery
1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement
2. Maintain program expertise by completing required amount of phone time / contact handling hours
3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions
i. Complete CE Observations for calls/chats/e-mail
according to the plan (for assigned team/s and focus
consultants)
ii. Attend calibration sessions with Client and Internal
teams
iii. Prepare necessary observation and ad hoc reports
iv. Attend scheduled trainings and complete required
knowledge-assessment tests
v. Report hygiene-related and ZT cases and take required
actions
vi. Complete call handling hours requirement
vii. Manage team performance on Customer Experience
metrics (CSAT, Issue Resolution, ASAT)
Participate in team-level performance reviews
Facilitate focus group discussions with consultants to
identify issues and root causes
Ensure that all observations reach the consultants
through TM coaching and team meetings
2. Team Development
1. Drive consultant improvement by providing targeted recommendations from CE observations
i. Conduct team meetings / huddle sessions for assigned
teams
Share CE observations and opportunities daily
Facilitate focus-group discussions and learning sessions
for team members to address identified opportunities
ii. Provide detailed observations for each team member to
be utilized by Team Manager on coaching sessions
iii. Join triad-coaching sessions with Team Manager for
bottom performers regularly
iv. Identify training interventions for team members and
coordinate plans with TM and CLS
3. Continuous Improvement Framework Deployment and Analysis
1. Improve performance of assigned focus consultants against CI goal through follow up observations
2.Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)
i. Complete the required follow-up observations for
identified team members
ii. Monitor team performance based on CI Framework plan
Monitor progress of focus consultants weekly against
goals
Identify specific gaps/root causes that impact
performance
Share findings with the team based on additional
observations
iii. Produce team-level reporting daily for assigned teams
Follow standard team-level reports and insights
Conduct Level 1 analysis for assigned teams (Top
Contact Driver, Defects, Lead/Lag)
Identify team-level issues and opportunities
Provide daily analysis based on detected defects and
provide recommendations on how to address gaps
Work with Team Managers / Account Managers to solve
for issues affecting performance
GOALS
Scorecard KPI
Goal
Rating
Weight
1.0
2.0
3.0
4.0
5.0
Team Performance against KPI
90%
80%
80% - 89.99%
90% - 104.99%
105% - 109.99%
110% and above
20.00%
% HC improving performance (CSAT and Issue Resolution)
25%
15%
15% - 24.99%
25% - 34.99%
35% - 49.99%
50% and above
35.00%
% HC passing performance (CSAT and Issue Resolution)
35%
25%
25% - 34.99%
35% - 44.99%
45% - 54.99%
55% and above
30.00%
Phone Time
8 hours
=6 hrs
=7 hrs
8 hrs
=9 hrs
10 hrs
15.00%
Qualifications:
Our most successful candidate will have:
Six months experience in process transformation
Ability to work in MS Office
Ability to work in a fast-paced environment
Pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player
Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Sutherland

Tarlac City, Tarlac
Permanent
Full-time