Quality Assurance Analyst

2 days ago

Singapore PRISM+ Full time

As a Quality Assurance Analyst in PRISM+, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similar excellent treatment.

**Responsibilities**:

- Maintain and develop internal support and call center quality standards
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all customer service metrics (e.g., CSAT, FRT, IQS) and how the support team’s

performance affects those KPIs
- Brainstorm strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner.
**Requirements**:

- 1 year Experience in Customer Service field
- Degree in Business or equivalent
- Proven track record of analytical skills
- Hands-on experience in quality assurance
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledge in goal setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality.

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