professional - Quality AnalystSutherland

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 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.[Protected Info] 5.0 Team Performance against KPI 90% 80% - 89.99% 90% - 104.99% 105% - 109.99% 110% and above 20.00% % HC improving performance (CSAT and Issue Resolution) 25% 15% - 24.99% 25% - 34.99% 35% - 49.99% 50% and above 35.00% % HC passing performance (CSAT and Issue Resolution) 35% 25% - 34.99% 35% - 44.99% 45% - 54.99% 55% and above 30.00% Phone Time 8 hours 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
Monster

Tarlac City, Tarlac
Permanent
Full-time