Quality Analyst (Travel Campaign) | EXL CEBU

• Monitoring of transactions as per process guidelines
• Conduct call quality coaching to the associates

• Providing event-based and frequency-based feedback.
• Collecting and analyzing trends and patterns
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Participating in team huddles and providing brief on Quality performance in the process.
• Brief new agents joining the process and explain how the quality functions operates in the process.
• Co-ordinate all process improvement initiatives.

Skills

• High level computer proficiency including:
• Good computer navigation skills and PC skills
• Strong Excel, with knowledge of other Microsoft Office Suite
• Email writing skills
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills (at least 30 wpm)

• Knowledge about Travel processes
• Flexibility to work in various shifts
• Knowledge about US culture
• Knowledge on quality procedures

• Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented

• Team mentoring, engagement and coaching skills
• Clear writing and verbal communication
• Demonstrated problem solving skills and the ability to do multi-tasking
• Excellent Communication Skills
• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

• Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in Travel process/ account