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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality audit, root cause analysis, and process improvement initiatives, while effectively training and developing support agents. Proficient in analyzing quality-performance trends and providing actionable insights to enhance customer service and compliance.
Highest-signal resume keywords
Quality AuditRoot Cause AnalysisProcess ImprovementTraining and DevelopmentQuality Management System
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality TermsQuality MethodologiesData AnalysisPerformance EvaluationCall Center Tools
Soft Skills
Organizational SkillsTime ManagementCustomer ServiceProblem-SolvingVerbal Communication
Certifications & Qualifications
Advanced DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree
Industry Keywords
Channel MonitoringComplianceFeedback and RecommendationsQA ProcessesPerformance Improvement
About the role
Key responsibilities & impact- Perform channel monitoring to evaluate employee behavior, customer service performance, and compliance with company policies and business laws and regulations
- Provide structured feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
- Prepare and analyze internal and external quality reports for internal stakeholders and/or clients
- Collaborate with call quality team members and the QA Manager to identify and streamline QA processes and implement process standards
- Partner with Operations, Training, and clients to develop and enhance evaluation programs aligned with account objectives
- Identify root causes, possible solutions, and actionable insights for performance improvement
- Use call center tools and/or client systems to gather data and analyze quality-performance trends and patterns
- Perform other duties assigned by management within the employment category and Quality Management System
Requirements
What you’ll need- Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
- Preferable with 2 years of working experience in the related field
- Experience in performing quality audit, root cause analysis, calibration, and process improvement initiatives
- Knowledge of quality terms, tools, and methodologies
- Demonstrated ability to train and develop new and existing support agents
- Excellent organizational, time management, customer service, and problem-solving skills
- Excellent verbal and written communication skills in English and the language of the supporting market
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Opportunity to join a global company and award-winning organization