Delivery Analyst

  • Competitive
  • Cyberjaya, Selangor, Malaysia
  • Permanent, Full time
  • IBM
  • 01 Oct 16

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Job Description
Delivery Analyst

Monitor and score inbound and outbound calls, emails, chats etc attended by call center representatives
· Provide qualitative feedback on compliance, customer experience, and call center representative accuracy
· proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings
· Quality Reporting of Quality Analysis Measurement of trends
· Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring
· Recommend procedural changes and training opportunities to department management
· Executive Presentation's and Executive Pitch's completed on Quality findings and reporting's
· Serve as an integral part of the Call Monitoring team through collaboration and sharing of best practices with fellow coworkers
· Deliver performance feedback to assigned managers.
· Provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.
· Update knowledge of customer care processes and techniques.
· Ability to ensure compliance with the Data Privacy Act and respect confidentiality in the handling of sensitive information
· Prepare QA report on a timely basis
· Coordinates and facilitates call calibration sessions for call center Quality Monitoring Team.
· Participates in design of call monitoring formats and quality standards
· Ensuring the processes needed for the Quality Monitoring system are established, implemented, maintained and improved
· Monitoring of consistent adherence to Quality Monitoring procedures by all team.
· Performs call monitoring and provides trend data to site management team.
· Prepares and analyzes quality monitoring data vs. customer satisfaction measures.
· Uses quality monitoring data management system to compile and track performance at team and individual level
· Provides actionable data to various internal support groups as needed.
· Train new hire's on Customer Soft Skills and conduct other ad hoc trainings.
· Be part of the COMMS team. Help broadcast and organize events when necessary.
Additional Information
· • Effective customer service skills are needed. • Must have strong problem solving skills to overcome quality barriers. • Necessary to be detailed oriented, work must be delivered virtually error free. • Must have the capacity to multi-task and prioritize assignments. • Must have successful skill in managing projects and tasks in an independent environment. • Must have successful skill in managing projects and tasks in a collaborative teamwork environment. • Must have moderate computer skills.

Required Technical and Professional Expertise
Monitor and score inbound and outbound calls, emails, chats etc attended by call center representatives
· Provide qualitative feedback on compliance, customer experience, and call center representative accuracy
· proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings
· Quality Reporting of Quality Analysis Measurement of trends
· Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring
·

Preferred Technical and Professional Experience
Experience with coaching and using a consultative approach towards delivering feedback
· A proactive problem solving hit the ground running self starter.
· Effective verbal and written communication skills
· Exceptional listening and analytical skills.
· Attention to detail and accuracy.
· Able to manage own time effectively
· Proficient in spoken and written English & Korean
· Strong knowledge of customer care processes and techniques.
· Dedication to providing exceptional customer service.
· Good interpersonal and people skills across all cultures.

Role ( Job Role )
Delivery Analyst

Primary job category
Technical Services

Contract type
Regular

Employment Type
Full-Time

Secondary Job Category
Other Technical Services

Required Education
Associate's Degree/College Diploma

State / Province
SELANGOR

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Bachelor's Degree

City / Township / Village
CYBERJAYA

Country
Malaysia

Eligibility Requirements
Minimum of 1 to 2 years in a call center quality assurance environment monitoring inbound/outbound employee calls
· Prefer experienced in quality call auditing
· Experience with coaching and using a consultative approach towards delivering feedback
· A proactive problem solving hit the ground running self starter.