Analyst - Mandarin Speaker

On behalf of our global clients, analyse customer to client telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

- Analyse content of interaction between customers and clients by evaluating the content of telephone calls and written communication in the required language
- Provide feedback on adherence to policies and appropriate procedures used to enable client to deliver outstanding customer service
- Input evaluation results and comments on to BPA's custom software systems
- Ensure all evaluations are completed in a timely manner and in accordance with the project's requirements, ensuring results are delivered to agreed time scale and specifications
- Based on knowledge of client objectives, provide anecdotal insight in addition to the evaluation process in order to add value to the client
- On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s)
- Attend all training required in support of your role and achieve required standards of competence
- Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
- Comply with all BPA policies and procedures and maintain the highest standards of client and information confidentiality
- Support the Project Team Leader and/or Project Coordinator by carrying out any additional activities/duties identified as necessary for the role

Measures of Success

- Training completed to required level of competence
- Achieves and maintains calibration targets where appropriate
- Achieves and maintains required levels of productivity
- Adopts flexible approach and responds positively to change requests
- Maintains a positive rapport with team members and line manager
- Responsibility taken for own self development and improvement
- Positive feedback received from line manager about performance and behaviour
- Risks and issues identified and escalated to line manager at earliest opportunity
- Maintains required level of concentration and focuses efforts on business outputs
- Maintains required level of attendance
- Demonstrates winning behaviours

Skills & Experience

- Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
- Highly effective communication skills
- Ability to work to tight targets and deadlines
- Flexible approach to change, with a positive attitude to fluctuating workload
- Experience of being measured against performance criteria with the ability to take on board feedback for improvement
- Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
- Adequate level of spoken and written English to comprehend client training and procedures essential GCSE (A- C) or equivalent qualifications in English Language/ Mathematics essential
- Background in Customer Service environment desirable