Contact Center Quality Assurance, Senior Specialist

2 days ago

Ho Chi Minh City, Vietnam Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Job Purpose

Reporting to the Premium & Calling Management Manager, the Senior Quality Assurance Analyst & Support (QA Analyst) is responsible for assessing the quality of the performance of contact center employees who deal with existing and potential customers. The QA Analyst will monitor outbound service calls to assess communication technical accuracy, customer service performance, and conformity to PVA’s policies and procedures. The QA Analyst will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall customer experience.

The team's progress in improving call quality will be used to gauge this role's performance.

Job Responsibilities

The scope includes:

- Monitor and assess agent’s performance & trends;
- Develop, create, and implement contact center quality processes and procedures;
- Design evaluation framework/schemes/programs.
- Produce reports and analytics for monitoring and improvement plans;
- Business risk reduction;

Directly responsible for the work requests assigned. This includes ensuring any issues are resolved and work is completed within agreed timescales.

Job Accountability

The purpose of the Quality Services Analyst function is to provide assurance that PVA's customers are treated fairly, are provided with exceptional customer service ensuring that consultant that are suitable for their needs and appetite for risk. They are key to agent development by identifying improvement opportunities and actionable insights for coaching.
- Performs call monitoring and provides trend data, quality reports, and feedback to Managers & teams;
- Participates in design of call monitoring formats and quality standards.
- Uses quality monitoring data to compile and track performance at team and individual level.
- Participates in team’s listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- A continuous improvement in contact center’s processes - internal and external;
- Highlighting areas of risk;
- Identifying and addressing potential customer interaction issues;
- Increased customer satisfaction and improved sales closings;
- Perform other duties as assigned.

Job Requirements

**Qualifications**:

- The Degree Of Associate or Bachelor’s Degree.

Knowledge and skills
- Knowledge of Microsoft Office Suite Products;
- Excellent listening, verbal, written, and interpersonal communication skills;
- Keen attention to detail;
- Good judgment and decision-making and problem-solving capabilities;
- Exceptional listening and analytical skills.
- An effective time manager who can perform in a fast-paced, deadline-oriented environment;
- Ability to organize, prioritize, adapt to change, and work in a fast-paced environment;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Understanding of call quality and call coaching tools and methodology;
- Ability to work in a team, and alone, with mínimal supervision and act on own initiative.

Competencies
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Must be able to effectively deal with people at all levels inside and outside PVA;
- Principle-based Risk Management;
- Navigating - Understanding the immediate business/function strategy and planning own activities accordingly;
- Aspiring being ambitious about providing the highest standards of delivery;
- Driving - setting stretching goals for self;
- Mobilizing - authentically engaging with team and colleagues to deliver at pace;
- Sustaining - making considered decisions that protect and enhance PVA values, reputation, and business.

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