Quality Assurance Analyst – Day Shift |Weekends Off | BGC*
Acquire Asia Pacific Incorporation
Metro Manila, PH
1d ago
source : Monster

A SNAPSHOT OF YOUR ROLE

As a Quality Analyst, you’ll represent the account and interact with clients by doing sales validation and quality assessments.

Your day could see you :

• Build an informed and engaged frontline employee workforce to ensure we continuously meet the needs of the business and deliver a great customer experience through conducting quality evaluations of customer interactions to identify and address knowledge gaps

• Conduct quality assurance evaluations for Contact Centre employees to improve the customer experience

• Maintain the quality evaluation system

• Be a point of reference for quality evaluations

• Regularly review and maintain the frontline quality evaluation guidelines and associated tools

• Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees

• Support on boarding of new frontline employees by providing additional coaching and support

• Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities

• Meets the required number of audits

• Provides accurate judgment on audits

• Sends critical call notifications and tracks sanctions

• Provides feedback to agents on their evaluations

• Attends triad coaching sessions with Team Leaders

• Attends administrative hearings and deliberations on critical calls

• Reports agent and call trends to QA Supervisor

• Attends and facilitates calibration sessions

• Sends calibration minutes and variance report

• Updates the QA guidelines

• Sends the daily EOD report

• May be asked to take in calls as business requires

A BIT ABOUT YOU

• With excellent English communication, listening, organizational and analytical skills.

• With at least 2 years ofQuality Assurance experience in the BPO industry.

• With a knack for multi-tasking.

• Able to work under minimal supervision

• Proficiency in MS Office

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Excellent feedback from customers.

• Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values :

• Ambition : Voice and measure your goals.

• Collaboration : Brilliant jerks can be brilliant elsewhere.

• Impact : Do, get it done, create impact.

• Judgement : Make wise judgement calls, putting the team and business at heart.

• Leadership : Continuous improvement starts with independent action.

• Leverage : Do more with less, master the art of leverage.

• Passion : Be positive, bring passion and energy.

• Transparency : A transparent team can help each with other.

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