Quality Assurance Analyst

Alorica


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
  • Data Analysis: Analyze customer satisfaction (CSAT) data to identify trends, patterns, and areas for improvement.
  • Performance Reporting: Create and distribute regular CSAT performance reports to stakeholders, highlighting key metrics and insights.
  • Trend Identification: Identify emerging trends and issues impacting CSAT performance and provide recommendations for improvement.
  • Root Cause Analysis: Conduct root cause analysis to determine the underlying reasons for CSAT issues and provide actionable insights.
  • Action Plan Development: Collaborate with stakeholders to develop and implement action plans to address CSAT issues and improve performance.
  • Stakeholder Management: Communicate CSAT performance insights and recommendations to stakeholders, including leadership, operations teams, and front-line agents.
  • Process Improvement: Identify opportunities to improve CSAT-related processes and procedures and collaborate with stakeholders to implement changes.
  • 2+ years of experience in customer experience, customer support, or quality assurance roles.
  • Proven experience managing CSAT or customer feedback programs.
  • Strong analytical skills with the ability to interpret data and develop actionable insights.
  • Excellent communication, presentation, and interpersonal skills.
  • Proficient in CRM systems, survey tools (e.g., SurveyMonkey, Qualtrics), and data visualization platforms (e.g., Tableau, Power BI).
  • Ability to manage multiple projects and stakeholders in a fast-paced environment.
  • Passionate about customer advocacy and continuous improvement.

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