Contact Center Workforce and Quality Analyst

Are you a data-driven professional with a passion for optimizing contact center operations? Join our dynamic team as a Contact Center Workforce and Quality Analyst and play a pivotal role in enhancing customer service excellence. In this role, you will leverage your analytical skills to analyze call center performance, identify areas for improvement, and implement strategies to boost customer satisfaction. Based in the vibrant city of Canggu, you'll be part of a growing company that values innovation and employee development.

As a Contact Center Workforce and Quality Analyst at Private Advertiser, you will work closely with our call center team to monitor and analyze call volumes, response times, and customer feedback. You will use tools like Microsoft Excel, Power BI, and CRM systems to generate insightful reports and dashboards. This role offers a unique opportunity to contribute to a company that is committed to continuous improvement and delivering exceptional customer service.

📋 Tanggung Jawab Pekerjaan

• Monitor and analyze call center performance metrics, including call volumes, response times, and customer satisfaction scores.
• Identify trends and patterns in call data to inform strategic decisions and improve operational efficiency.
• Develop and implement quality assurance processes to ensure consistent service standards.
• Create detailed reports and dashboards using tools like Microsoft Excel and Power BI.
• Collaborate with the call center team to address customer complaints and resolve issues promptly.
• Provide training and support to call center agents to enhance their performance and skills.
• Stay updated with industry best practices and emerging technologies in contact center operations.
• Participate in cross-functional projects to drive overall business growth and customer satisfaction.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 2-4 years of experience in a contact center or related role, with a focus on quality assurance or performance analysis.
• Strong analytical skills with proficiency in Microsoft Excel, Power BI, and CRM systems.
• Experience with data visualization tools and techniques.
• Excellent communication and interpersonal skills to work effectively with cross-functional teams.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Certification in contact center quality assurance or related fields is a plus.
• Fluency in English, both written and spoken.

🛠️ Keahlian

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