Quality Assurance Analyst - Ecommerce- Nadi

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

We are now looking for exceptional talent to join our growing organization and share in the success of this venture. If you are a self-motivated, enthusiastic individual aspiring for a long term career in a growing organization then we would like to help you in developing your career:

Outcomes

Organisational Stakeholders
1. Quality Evaluations:
Evaluate at least 2-3 calls or emails every week using the account's approved quality scorecard.
2. Quality Outcome Reports:
Ensure that high-quality weekly and monthly outcome reports with in-depth analysis and action plans are sent to the respective stakeholders.
3. Quizzes/Assessments:
Conduct weekly quizzes and communicate the findings with relevant stakeholders to discover knowledge or skill gaps and devise improvised solutions.
4. Account Quality Target:
Ensure that the account/s to which you've been assigned reaches a monthly 95% quality outcome.
5. Live Monitoring/Coaching & Feedback Sessions:
On a weekly basis, all accounts assigned must complete 30% of live monitoring sessions with documented coaching and feedback sessions.
6. Calibration Sessions:
Ensure that weekly calibration sessions are held for all of the accounts to which you are assigned to ensure that essential behaviors for success are in place, allowing the managerial/leadership teams as well as the agents, in collaboration with the QA team, to effectively analyze agent performance and improve customer service.
7. Mystery Shopper Exercises:
You must do monthly phone or written mystery shopping activities to ensure that our customers' journeys have received great customer service. A report with in-depth analysis, action plans, and improvised solutions must be presented.
8. Ad-Hoc Tasks:
Providing operational support when required i.e. floor walking, coverage, etc.

Responsibilities - Critical Competencies

Competence	Description
Customer
Quality Focus	Deliver quality.
People
Team Orientation	Work in a team towards a common aim.

Work Knowledge and Experience

1. Experience in quality assurance & customer service
2. Prior airline or e-commerce experience would be an added advantage
3. Proven track record of analytical skills
4. Hands-on experience in quality assurance
5. Great people skills and ability to communicate (negative) feedback
6. Good organizational skills, knowledge of goal-setting practices
7. Examples of data visualization abilities and understanding of support metrics
8. Perception of basic business metrics and how support impacts those
9. Problem-solving capabilities to create meaningful strategies to improve support quality
10. Flexible to do nightshift

Requirements

Language Proficiency
Fluency in both written and spoken English

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Interpersonal Styles
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Challenger	Queries, tests information/beliefs and provokes thought.
Numerate	Shows abilities in quantitative thought and expression.
Well organised	Controls tasks in a well thought out and critical manner.

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