Quality Analyst - onsite Malaysia

Quality Analyst - onsite Malaysia at Concentrix Quality Analyst - onsite Malaysia at Concentrix in BROWNSVILLE, Kentucky Posted in 3 days ago.

Type:

full-time

Job Description:

About Concentrix:

Concentrix, Corporation (

Nasdaq:

CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world's best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector. Visit www.concentrix.com to learn more.

Role:

Quality Analyst Location:

KL, Malaysia Key Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals © 2019

Concentrix Corporation Desired Skills:

• Good verbal and written communication and interpersonal skills. Personnel should have competency in written and spoken local and English Language.
• Excellent Verbal and Written communications skills
• Proficient with Feedback & Coaching skills
• Must have the ability to work under pressure
• The applicant should be proficient with MS office (Powerpoint, Excel, Word)
• Drive for self-learning and knowledge enhancement
• Must have analytical abilities to analyses data, trends from effectiveness surveys
• Ability to multi-task and meet timelines on deliverable

Detail-oriented Requirements:

Must be able to read, write, and speak Swedish fluently. Must possess a valid passport . Graduation is mandatory. Minimum 2 years of Quality Analyst experience in BPO. Must be willing to work onsite in Kuala Lumpur, Malaysia .