Quality Assurance Analyst
2 days ago
Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behaviour.
- To maintain desired levels of productivity & accuracy on audits performed by self
- To coach front line agents on overall SOP, Process and new changes
- Perform deep dive analysis to identify the root cause of vendor pain & flag potential issues. Partner with internal stakeholders to drive VSAT improvement projects
**DUTIES AND RESPONSIBILITIES**:
- Performs call monitoring and provides trend data to the site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Participates in call listening/ interaction deep dive programs to identify customer needs and expectations.
- Provides feedback to call center team leaders and managers.
- Analyze VSAT ratings for the country/ BPO to identify vendor pain points.
- Flag non performing agents & support performance with coaching & feedback interventions via team leader
- Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives
- Participate in calibration calls to improve overall understanding & usage of QA Scorecard
**REQUIREMENTS**:
- Ability to speak, read & write Urdu & English Is mandatory
- Good customer service skills and dedication to providing exceptional customer care
- Bachelor's Degree in any discipline
**WHAT WE OFFER**:
A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants. Inside the walls of this office you'll find:
- An empowering, international and agile working environment
- Responsibility from day one in an innovative and rapidly expanding tech business
- Regular office parties and exciting team events
- And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and of
course, a monthly corporate allowance for foodpanda.
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