QA Analytics Manager
QA Analytics Management
Mức lương
Khu vực
Tổng quan về công việc và trách nhiệm
A. Data Insights and Reporting - Lead the end-to-end analysis of Quality, CSAT/NPS, FCR and customer experience metrics across multiple programs. - Produce daily, weekly and monthly insights highlighting performance drivers, trends and risk indicators. - Build standardized reporting dashboards to support Operations decision-making. - Translate data into clear, easy-to-understand insights for non-technical leaders. B. Root Cause Analysis (RCA) - Perform deep-dive RCA on quality variances, customer dissatisfaction drivers, repeat callers and process gaps. - Partner with Operations, Training and QA to determine root causes and recommend corrective actions. - Validate impact of implemented action plans through post-RCA analysis. C. Performance Improvement - Identify opportunities to improve agent behavior, process compliance, training content and customer touchpoints. - Proactively detect early-warning signs (EWS) that impact CSAT, FCR and Quality. - Provide targeted insights for coaching and operational interventions. D. Collaboration and Stakeholder Management - Work directly with Operations Managers and Team Leaders to explain insights and drive accountability. - Collaborate with QA, Training, WFM and Client counterparts to align improvement strategies. - Present findings in business reviews, calibration calls and client meetings. E. People Leadership - Lead and develop a team of QA Analysts and QA Analytics Supervisors. - Ensure consistent analytics methodology, data accuracy and insight quality. - Upskill the team in analytical capability, storytelling, and business impact analysis.
Kỹ năng và kinh nghiệm tối thiểu
- College degree in Business, Statistics, Economics, Engineering or any related field. - 3-5 years of experience in QA analytics, CX analytics or business intelligence in a BPO setting. - Non degree holder can be considered as long as min of 5 years’ experience in the same capacity. - Strong understanding of contact center metrics, customer experience KPIs and QA processes. - Proficient in Excel, data visualization tools (Tableau, Power BI) and statistical analysis. - Strong business communication, data storytelling and presentation skills.
Tại sao ứng viên nên làm ở đây
Allowance - PHP 1500.00 monthly rice allowance from Day 1 HMO - Day 1 coverage + 1 free dependent - Optional to enroll one more (premium will be salary deducted) - 10 VL (earned monthly) - 10 SL (earned monthly) - Annual Leaves - 1 Birthday Leave - 3 Emergency Leaves (supporting docs required) from Day 1 - Other Govt-mandated leaves - Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.
Ưu tiên có kỹ năng và kinh nghiệm
- Experience leading analysts is preferred.
Báo cáo cho
Line Manager
Quá trình phỏng vấn
3 rounds
Ứng tuyển vào công việc này
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