Senior Quality Analyst – Business Process, Service Excellence
EXL
Business Operations Specialist, Customer Success
Traba
full-time
Posted on:
Location: 🇵🇭 Philippines
Visit company websiteJob Level
Junior
About the role
- Traba empowers businesses and workers by connecting light industrial businesses with reliable talent through a technology-driven marketplace.
- Provide rapid and responsive assistance to businesses on time-sensitive workforce issues, delivering a seamless high-touch experience.
- Monitor daily activities to ensure smooth scheduling and shift management, proactively resolving issues.
- Act as trusted point of contact for businesses, providing solutions that align with customer needs.
- Collaborate with internal teams to identify process improvements, develop SOPs, and enhance efficiency.
- Resolve standard customer requests (about 80% of tickets) and escalate complex scenarios to Biz Ops (20%).
- Use internal systems to monitor requests, troubleshoot issues, and support platform navigation.
- Work rotating schedules including early mornings, late nights, weekends, and holidays to support 24x7 coverage.
Requirements
- Customer-Focused: strong empathy and ability to build relationships and resolve issues.
- Process-Oriented: identify inefficiencies and implement effective workflow solutions.
- Adaptable: excel in fast-paced, ambiguous environments and balance multiple tasks under pressure.
- Resilient Problem-Solver: growth mindset, learns from experience and shows grit.
- Exceptional Communicator: excellent verbal and written communication skills.
- 1+ years of professional experience in customer success, business support, or similar role within a fast-growing company.
- Proven ability to manage multiple priorities while meeting tight deadlines.
- Strong organizational skills and attention to detail, with the ability to execute swiftly.
- Proactive approach to problem-solving and ownership mentality in tasks.
- Enthusiastic attitude and commitment to delivering exceptional customer experiences.
