This is for Internal posting.
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 agentâ€™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