QA Analytics Manager

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.