About Company
Imagine an environment where your analytical skills directly elevate customer satisfaction and operational excellence. At Career.zycto, we empower talent to thrive, connecting skilled professionals with leading companies that value precision and insight. As a Call Quality Analyst, you’ll discover a supportive culture that champions data-driven decisions and continuous improvement, crucial for shaping superior customer interactions. We provide the tools and autonomy for you to make a significant impact from the comfort of your home, ensuring your expertise is leveraged to its fullest potential within a dynamic, forward-thinking team.
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Job Description
Are you a meticulous listener with a passion for driving excellence in customer interactions? Career.zycto is seeking a dedicated and experienced Call Quality Analyst to join our dynamic team, working remotely from Hougang Central, Singapore. In this pivotal role, you will be the guardian of our client’s customer service standards, ensuring every interaction meets and exceeds expectations. This is not just about identifying errors; it’s about uncovering opportunities for growth, coaching, and process refinement that elevate the entire customer experience journey.
As our Work from Home Call Quality Analyst, you will play a critical part in upholding the reputation and service quality of our clients. Your days will involve comprehensively monitoring and evaluating recorded and live customer service calls against established quality guidelines and performance metrics. You will be responsible for providing objective, constructive feedback to contact center agents, highlighting areas of strength and identifying specific opportunities for skill development in areas such as communication clarity, empathy, problem resolution, and adherence to protocols.
This role demands exceptional attention to detail, a strong analytical mindset, and the ability to articulate findings clearly and concisely. You will transform raw call data into actionable insights, helping to inform training programs, refine operational processes, and ultimately contribute to higher customer satisfaction scores and improved agent performance. Beyond evaluation, you will participate in calibration sessions to ensure consistency in quality scoring across the team and assist in the development and refinement of quality assurance forms and procedures.
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Working remotely requires discipline, excellent time management, and robust self-motivation. You will be expected to maintain a dedicated, distraction-free home office environment and possess reliable high-speed internet connectivity. While independent, you will be an integral part of a collaborative quality assurance team, engaging in regular virtual meetings and contributing to a shared goal of service excellence. If you thrive in an environment where your insights lead to tangible improvements and you’re eager to shape the future of customer service from the convenience of your home, we encourage you to apply.
Key Responsibilities
- Perform comprehensive quality evaluations of recorded and live customer service calls.
- Provide actionable, constructive feedback and coaching to agents to improve performance.
- Identify and analyze trends in call quality to pinpoint systemic issues and areas for improvement.
- Participate actively in calibration sessions to ensure consistency and objectivity in scoring.
- Assist in the development, refinement, and implementation of quality assurance guidelines and metrics.
- Generate detailed reports on call quality performance, compliance, and agent trends.
- Collaborate with training and operations teams to contribute insights for curriculum development and process enhancements.
- Ensure strict adherence to company policies, industry regulations, and compliance standards during evaluations.
- Maintain up-to-date knowledge of product information, service procedures, and quality best practices.
Required Skills
- Minimum 3 years of proven experience as a Call Quality Analyst or similar role in a contact center environment.
- Exceptional listening and analytical skills with keen attention to detail.
- Strong verbal and written communication skills in English.
- Proficiency in using quality monitoring software and CRM systems.
- Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
- Strong problem-solving and critical-thinking capabilities.
- Reliable high-speed internet connection and a suitable home office environment.
Preferred Qualifications
- Certification in Quality Assurance (e.g., COPC, Six Sigma Yellow Belt).
- Experience with specific contact center technologies (e.g., Genesys, Zendesk, Salesforce).
- Familiarity with Singaporean consumer protection laws and data privacy regulations.
- Background in customer service operations or training.
- Bilingual abilities (e.g., English and Mandarin/Malay/Tamil) to support diverse customer bases.
Perks & Benefits
- Competitive salary package.
- Work from home flexibility.
- Opportunities for professional development and continuous learning.
- Access to virtual health and wellness programs.
- Supportive and collaborative remote team culture.
- Home office allowance/stipend.
- Employee assistance program for personal and professional support.
How to Apply
To seize this exciting opportunity, please click on the application link below. Ensure your resume highlights your experience in call quality analysis and your ability to thrive in a remote work setting. We look forward to reviewing your application!
