Qualifications

• Degree in any discipline

• Permanent Night Shift• 3 years customer service experience with minimum 2 years training experience• Minimum 1 year of Training & Quality Analyst experience• Fast learner and independent• Language proficiency in Mandarin & English is mandatory

Responsibilities

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. • Package, deliver, and at times present key findings and briefings.• Conduct evaluations to identify areas of improvement• Monitor, analyse & audit trainees’ performance and call out any unusual trends• Identify training needs by working with operations team and QA