E-Solutions IT Services Real Time Analyst

Real Time Analyst

E-Solutions IT Services

R$3.5-4K[Mensual]

No - Muntinlupa1-3 Anos ExpEdu não necessárioTempo Inteiro

Descrição do Trabalho

Benefícios

Benefícios gerenciados pelo Governo
Pagamento no décimo terceiro mês, Fundo Pag-Ibig, Feriados Pagos, Saúde, SSS/GSIS

Descrição:

Monitor and evaluate customer interactions (calls, chats, and emails) to assess the quality of service provided by agents.
Identify patterns, trends, and areas of improvement in customer interactions, especially related to debit/credit card issues and fraud detection.
Collaborate with operations and training teams to provide actionable feedback and drive performance improvements.
Maintain and update quality monitoring systems and calibration sessions to ensure scoring consistency.
Prepare regular quality reports, highlighting insights and recommendations based on data analysis.
Ensure compliance with industry regulations, internal policies, and client-specific quality standards.

Requisito

Minimum 1 year of work experience as a Quality Analyst in a BPO setting.
Hands-on experience supporting credit/debit card services and fraud detection processes.
Strong analytical skills with the ability to detect trends and draw insights from data and customer interactions.
Excellent communication and interpersonal skills.
Proficiency in using quality monitoring tools and CRM systems.
Knowledge of BPO KPIs, compliance standards, and performance metrics.

Quality AnalystIdioma InglêsAtendimento ao clienteJogador de equipeÉtica de Trabalho ForteHabilidades TécnicasCentral de atendimentoLiterado Financeiro