Service Quality Analyst Jobs

About you

• You always find a way to get things done without sacrificing the quality of your work, integrity and values. No task is off limits for you.
• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment.
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet.
• You don't shy away from challenges and have the ability to bounce back from setbacks.
• You are comfortable with ambiguity and extremely resourceful (in your past life you could've been a detective)
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you.

About This Role

• Provide feedback to Contact Center agents for formulating improvement in providing services to customers.
• Implement and sustain the service quality level in order to gain customer satisfaction and loyalty through service performance measurement activities.
• Monitor adherence to service standards and business SLA.
• Implement and sustain the service quality level to gain customer satisfaction and loyalty through service performance measurement activities.
• Perform a survey or mystery calling to review the quality of Contact Center services.
• Conduct a work assessment for Contact Center agents, both inbound calls and correspondence.
• Refreshment runs periodically.
• Create periodic reports on the overall quality of service as well as service improvement steps related Contact Center (internal & external)

What is required and what we’re looking for

• Good command of written and spoken Bahasa and English is preferred.
• Minimum work experience of at least 2 years experience in Financial and Banking industry, preferably handling customer service, contact centre, or client service.
• Know and familiar with the Contact Centre work/flow process.
• Minimum bachelor’s degree (S1) from any disciplines.
• Excellent interpersonal, communication, presentation skills and service oriented.