Quality Analyst - Operations, SG Marketplace

About The TeamJob Description:Partner with outsourced vendors to drive and manage overall quality performance.Monitor, analyze, and report on quality audits and customer satisfaction survey results across all channels to ensure consistent achievement of QA standards and CSAT targets.Track key quality-related metrics and initiate corrective action plans where needed.Identify key drivers of customer satisfaction, highlight improvement opportunities, and recommend strategies to enhance service delivery.Facilitate regular calibration sessions to ensure consistency and alignment with quality standards.Collaborate with internal and external stakeholders to ensure understanding of quality processes and streamline workflows to improve outcomes.Conduct root cause analysis on quality errors, present findings, and execute targeted improvement initiatives.Ensure alignment of vendor performance with regional quality strategies and objectives.Train agents and support teams through refresher sessions, performance coaching, and new SOP implementation trainings.Drive adoption of new SOPs and ensure smooth implementation across teams to maintain service quality and compliance.RequirementsMinimum 1 year of experience in Quality Assurance, preferably in Customer Service, BPO, or a similar role.Excellent communication skills in English, both verbal and written.Strong critical thinking, problem-solving, and analytical abilities.Self-driven with a strong sense of curiosity, integrity, and responsibility.Proven experience in evaluating chat interactions for accuracy, tone, empathy, and compliance with guidelines.Skilled in providing clear, constructive feedback and coaching to drive agent performance.Experience working in a customer-centric and service-oriented environment with a focus on quality.Strong process orientation with the ability to follow, enforce, and adapt to evolving workflows.Collaborative team player with a positive attitude.Keen attention to detail, with the ability to identify improvement opportunities to enhance CSAT, SLA adherence, and overall service quality.