The Customer Experience Analyst conducts transaction monitoring of frontline agents calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.,
Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need.
Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.
Others - Performs tasks assigned by the immediate supervisor to accomplish accounts quality objectives.
Bachelors degree in any field
No certifications requiredd (a plus to have any QA Centric Training/Certification like TQM, Six Sigma, Coaching for Excellence, etc.)
For internal candidates, at least 6 months as a frontline CSR with impeccable performance
For external candidates, at least 2 years working experience in a call center and at least 1 year within the quality role with impeccable performance.
Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)
Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the worldâs most sophisticated clients.
We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.
Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.
The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:
â¢ We embrace change and initiate opportunity â¢ We have a passion for growth â¢ We believe in spirited teamwork â¢ We have the courage to innovate
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases