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Customer Care Quality Control Assurance Analyst

Yoma Bank

Customer Care Quality Control Assurance Analyst

Yoma Bank
Recruiter active 1 day ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
03 Oct 2022

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

ROLE PURPOSE

We are looking for an experienced Customer Care Quality Control Assurance Analyst to provide excellent inbound and outbound call customer service throughout Customer Care Center in which running an efficient and profitable manner ,  measure compliance with established Customer Care Champion and Specialist behavior expectations, must guarantee that customer care champion and specialist communicate with customers following business policies and detect  internal procedures that are dysfunctional, talent deficiencies, and inadequate workforce management and reporting to Head of Customer Care Center.

 

JOB RESPONSIBILITIES

  • Monitors and measures the quality of inbound and outbound calls service.
  • Able to create the quality parameter for the inbound & outbound call service.
  • Gather and track individuals and team progress using a quality tracking data management system
  • Participate in the development of call monitoring style and Customer Care Center best practices
  • Prepares and presents audit reports data to Head of Customer Care Center and Manager to identify the quality problems or area of improvement and recommend solutions
  • Ensure that all reporting is completed and published on time.
  • Participate in customer listening initiatives to discover customer requirements and expectations
  • Assist in the preparation of call service workflow and quality and recordings assuring adherence to and approval as required by internal regulatory and compliance functions.
  • Understand the CSAT process & analyse that to find out the way of continuous improvement for the Customer Care Center.
  • Understand and follow generalize Bank’s products, services, procedures, and guidelines.
  • Seek new ideas and strategies to improve performance at the Customer Care Center
  • Provide clearly feedback to Specialists & Champion for group and individual coaching to develop & to ensure the achievement of all goals, metrics with the recommended schedule.
  • Able to work rotational shift when required.

Open To

Male/Female

Job Requirements

  • Undergraduate degree with more than 3 years related experience and /or training or equivalent combination of education and experience
  • Be proficient in MS Office Suite (Word, Excel, etc.)
  • Proven working experience as a Quality Assurance Auditor at call center and related banking service industry
  • Minimum five-year customer service role experience and strong customer service experience organization within a regulated environment
  • Service Orientation - Actively looking for ways to help people.
  • Interpersonal Skills                                       
  • Persuasion - Persuading others to change their minds or behaviour
  • Strong Intellectual ability and writing competence and verbal communications skill to effectively provide feedback to colleagues.
  • Excellent leadership, communication & problem-solving skills                                  
  • Multi-tasking abilities
  • Superb listening and analytical abilities
  • Patience when handling tough cases
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • High level of reliability and encouragement
  • Time Management.
  • Experience as a Quality Assurance Auditor.
  • Familiarity with service industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Fluently verbal and written in English and Myanmar

What We Can Offer

Benefits

• Ferry Provided
• Mobile Phone Allowance
• Life Insurance
• Limited Medical Cover

Highlights

• Empowered Working Environment
• Diverse Team

Career Opportunities

• Learning and Development Platform
• Opportunities to Explore Multiple Career Paths

About Our Company

"Founded in 1993, Yoma Bank is Myanmar's most progressive domestic bank with over 3,000 employees and more than 80 branches across the country. With a mission to “Build a better Myanmar for its people” and financing the needs of Myanmar families and businesses, Yoma Bank offers savings products, a wide range of loans and business solutions to individuals, SMEs and local corporate clients to fund their business operations in Myanmar. With over 29 years of being a responsible bank, Yoma Bank has been consistently making significant investments in strategic priorities- people, technology and corporate governance.
All the operations led by the Bank are centered around its core values such as Customer, Integrity, Respect, Teamwork and Innovation. Yoma Bank has also established strong partnership with both local and international organisations leveraging strategic advantages in its services. Yoma Bank is the first local bank that welcomed foreign investments from global organisations such as GIC of Singapore, Norfund of Norway and IFC of the World Bank."