Customer Service Quality Analyst

Woolworths Group (Australia and New Zealand's largest retailer) launched Woolworths Market Plus (WMP) in October 2023. WMP is the coming together of two businesses (BigW Market & Everyday Market).

WMP is a new platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market and BIG W Market. We have grown in the last year and now operate primarily across three hub locations: Manila, Melbourne & Sydney.

As a Customer Service Quality Analyst, your primary responsibility is to lead and manage a team of customer service representatives to ensure exceptional customer experiences. You will be responsible for overseeing daily operations, handling customer inquiries and complaints, and working closely with other departments to maintain high service standards.

Responsibilities

Quality Monitoring: Conduct regular evaluations of customer service interactions, including phone calls, and email communications. Assess agents performance against predefined quality metrics and criteria.

Feedback and Coaching: Provide constructive feedback to customer service representatives based on evaluation results. Conduct weekly call calibration sessions / ticket reviews with various teams

Data Analysis and Reporting: Analyze quality data and generate reports to identify trends, patterns, and areas for improvement. Provide regular reports to management with recommendations for enhancing customer service quality.

Process Improvement: Collaborate with cross-functional teams to identify process improvements and best practices that can enhance the customer experience. Participate in the development and refinement of call scripts and service workflows.

Compliance and Standards: Ensure that agents adhere to company policies, procedures, and compliance regulations. Issue an incident report for quality violations. Work closely with the Customer Service Manager to ensure new hires are well-prepared to meet quality standards.

Customer Advocacy: Advocate for the customer within the organization , ensuring their needs and feedback are considered in decision-making processes related to service quality.

Best Practice Bank: Build a collection of best practice calls and emails for demonstration and training purposes.

Validate AI QA accuracy and prioritize manual review on interactions flagged by AI insights (e.g., sentiment analysis, churn risk indicators, compliance violations) to ensure high-impact coaching.

Conduct deep-dive analysis on low CSAT and Detractor (NPS) interactions to isolate the root cause of dissatisfaction (e.g., policy, process, agent skill)

Others: Provide support in any additional ad hoc tasks that may be required by the management that will support Operations performance.

Requirements

Availability and willingness to work full-time on-site is required.

Proven experience as a Quality Coach, Quality Assurance Specialist, or similar role within a contact center/Customer Service environment.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to provide constructive feedback and coaching to agents.

Ability to multitask and work effectively in a fast-paced environment.

Flexibility to work shifts, including weekends, and holidays, as needed.

Proficient with QA tools, Excel/Sheets, and CRM software.

Previous Zendesk QA experience is a strong advantage.

E-commerce QA experience is highly beneficial

Experience utilizing AI quality tools is a strong advantage.