Quality Analyst - Native Thai - Social Media account
Location: Singha Complex, Bangkok, Thailand (On-site)
Employment Type: Permanent
Salary range: 22,000 THB - 25,000 THB
Overview:
We are looking for a Quality Analyst – Thai Speaking to join our team at Teleperformance Thailand. In this role, you will be responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and operational excellence. You will partner closely with Operations, Team Leads, and Training teams to identify improvement opportunities, provide actionable feedback, and drive continuous quality enhancement while ensuring an exceptional customer experience.
Qualifications:
- Bachelor's Degree preferred.
- Proficiency in Thai & English (B1 level).
- Minimum 1 year of experience in Quality Assurance, Customer Service, or a related role within a BPO or contact Centre environment.
- Strong understanding of quality frameworks, customer service standards, and evaluation methodologies.
- Knowledge of contact center KPIs such as CSAT, Quality Score, Productivity, AHT, and Compliance.
- Excellent analytical, problem-solving, and reporting skills.
- Strong written and verbal communication skills with the ability to deliver constructive feedback.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Ability to work across shifts and collaborate with cross-functional teams.
- Passion for delivering an excellent user experience and driving continuous improvement.
Responsibilities:
- Conduct quality evaluations of customer interactions across voice, chat, email, and other support channels in accordance with established quality standards.
- Provide timely, accurate, and constructive feedback to Customer Service Representatives and Team Leads to improve performance.
- Analyze quality trends, identify recurring issues, and recommend process improvements to enhance customer satisfaction and operational efficiency.
- Prepare and present quality reports, dashboards, and performance insights to stakeholders.
- Partner with Operations and Training teams to identify coaching opportunities and support calibration sessions to ensure scoring consistency.
- Participate in internal and client calibration exercises to maintain quality standards and alignment.
- Monitor compliance with company policies, client requirements, and operational procedures.
- Support quality improvement initiatives, root cause analysis, and corrective action plans.
- Identify actionable insights and influence operational strategies through data-driven recommendations.
- Act as a quality advocate by promoting best practices and partnering with cross-functional teams to continuously improve customer experience.
