Quality Assurance Analyst
Demand Science Team Philippines, Inc.
Pampanga/Cebu, Philippines
16d ago

This is for Internal posting.

Job Summary

Quality Assurance Analyst is responsible in evaluating agent calls and in identifying the areas for improvement spotted during the evaluation.

Responsibilities and Duties

  • Quality Evaluation Assesses agent calls through evaluation, particularly on Call Handling, Call Flow and Current Trends Documents all the areas for improvement spotted during the evaluations;
  • tracks the repeatability of the errors Identifies the potential root causes of the areas for improvement

  • Agent Development Monitors agent development by looking into the trend of each agent’s areas for improvement, provide the names of the agents needing coaching Alerts team leads and managers of agents who have not been showing any improvements Coordinates with team leads for the specific action items for non-
  • performing agents, monitor the progress of action items Tracks the coaching compliance of each team lead

  • Communication Conducts at least twice a month QA talk / huddle to each team, discussing top areas for improvement and how to prevent incurring them Sends quality advisories as needed to reinforce QA talk / huddle
  • Process Improvement Raises any concerns that have / might have huge impact on the team to site quality / training leads Consciously finds ways to further improve / streamline quality processes
  • Qualifications and Skills

  • Advanced analytical skills
  • Basic knowledge on quality methodologies
  • Good command of oral and written communication, and effective presentation skills
  • Benefits and Perks

  • QA Quarterly incentive
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