Customer Care - Quality Analyst

1 Year or Less
High School Graduates are Welcome
With Business Certificates
Established in 2011
51-200 Employees
Luz, Cebu City, Cebu
Posted On: September 21, 2022
Job ID: 411935

Details

CUSTOMER CARE-QUALITY ANALYST


Job Description


Position Summary:

 

Supports the Customer Care Team in enhancing its Quality of Service through the transaction and/or process audits. Reviews the performance of existing processes, highlights gaps, and reports areas for improvement.

 

Responsibilities:

  • Transaction and/or Process Auditing.

  • Audits transactions and/or processes performed by call center agents against Holiday Factory policy guidelines, with the objective of identifying potential business impact affecting gaps and risks in established processes.

  • Generating and maintaining reports.

  • Maintains the files for updated and accurate reporting of policy and security data. Data Scrubbing, Root Cause Analysis, and Process Reviews.

  • Reviews and analyzes audit data and/or other relevant sources of information and highlights areas for improving process compliance and security.

  • Validates the performance of existing processes in order to identify opportunities for improving the efficiency and effectiveness of the delivery of transactions and processes.

  • Performs tasks assigned by the functional leader for the accomplishment of the account’s and/or department’s objectives.

Additional Information

 

Career Level: 1-4 Years Experienced Employee

 

Qualification:

  • High School Diploma, Vocational Diploma/Short Course Certificate, Bachelor's/College Degree

Years of Experience: 1 year

 

Job Type: Full-Time