Quality AnalystThomson Reuters

Job Description
Overview:
The primary task of the Quality Analyst (QA) is contact monitoring and providing actionable insight. The QA will monitor inbound and outbound call, email and chat interactions to assess the agents' demeanor, technical accuracy, customer service performance and conformity to policy and procedure. The QA will gather and share information to help improve agent performance and improve the customer experience.
Primary Responsibilities:
Evaluate call and digital interactions between agents and customers
Provide detailed and meaningful feedback to agents and management (strengths/opportunities)
Ensure acceptable service standards are met (compliance with QA criteria)
Participate in or facilitate calibration meetings to ensure consistency
Identify and analyze trend and skill gaps (based on QA criteria and other related data)
Recommend actions to remedy contact handling problems and to optimize the customer experience
Identify contacts to build a best-practices library for various training needs
Build relationships with key stakeholders within Customer Success group
Perform other related duties and projects, as assigned
Required Skills:
Strong customer focus, with emphasis on adding value to the customer experience
Strong business acumen and leadership experience
Strong verbal and written communication skills, including spelling and grammar; proven business writing skills, and skilled use of vocabulary, grammar, and letter structure
Excellent organizational skills, attention to detail and ability to manage competing demands
Efficient; able to effectively and timely complete a high volume of contact evaluations
Judgment: Ability to make fair and consistent assessments and decisions
Ability to be coached; to receive and apply feedback
Problem solver with ability to offer suggestions in a positive and constructive manner
Ability to apply Agile mindset; react quickly and constructively to changes in business needs/focus
Focus on driving results; self-motivated and self-directed
Familiarity with CS Professional Suite Software and KS Content products a plus
Knowledge and effective use of quality management processes and tools a plus
Education/Experience:
Bachelor's Degree preferred
2 to 3 years' experience in contact center with focus on quality preferred; 1 to 2 years' experience in contact center with demonstrated customer experience focus required
Basic Excel and Word skills preferred
Experience with Agile methodologies and protocols a plus
Experience with Calabrio QM / Quality Management processes and tools a plus
Familiarity with CS Professional Suite software and Checkpoint research tools a plus
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
More information about Thomson Reuters can be found on .
Locations
Manila-Philippines
Thomson Reuters

Manila City, Metro Manila
Permanent
Full-time