Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
: We are seeking a dedicated and passionate individual to join our Sky Channel-Service Quality team as a Quality Analyst. In this role, you will be responsible for monitoring and evaluating the performance of our Sky Channel agents, ensuring they deliver an exceptional customer experience. Your insights and recommendations will drive continuous improvement and help us maintain our high standards of service quality.
Responsibilities:

• Monitor and assess the performance of Sky Channel agents, ensuring adherence to quality standards and guidelines.
• Conduct regular audits and evaluations of agent interactions to identify areas of improvement.
• Provide constructive feedback and coaching to agents, helping them enhance their skills and customer engagement.
• Analyze customer feedback and identify trends to develop strategies for service quality enhancement.
• Collaborate with the training team to design and implement effective training programs for agents.
• Ensure compliance with regulatory and internal policies, maintaining a high level of integrity.
• Maintain accurate records and generate reports on service quality metrics for management.
• Stay updated on industry best practices and emerging trends in customer experience.
• Work closely with the operations team to resolve customer queries and complaints efficiently.
• Contribute to the development and implementation of service quality initiatives and strategies.

Qualifications:

• Bachelor's degree in Business Administration, Customer Experience, or a related field.
• Minimum 2 years of experience in a customer service or quality assurance role, preferably in a banking or financial services environment.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and quality assurance tools.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong attention to detail and a commitment to delivering high-quality work.
• Familiarity with regulatory requirements and compliance standards is preferred.
• Willingness to learn and adapt to new technologies and processes.
• A proactive and solution-oriented mindset, with a passion for continuous improvement.

Skills Required