BPO Sales Quality Analyst
Magellan Solutions Outsourcing, Inc.
Mandaluyong, PH
2d ago
source : Bossjob

BPO Sales QA (Quality Analyst) Specialist

Must have at least 2-3 years’ experience relevant to the job

Has very good oral and written communication skills

Computer literate

Good attention to details

Good thought process

Good attendance record

Amenable to work on required flexible / variable hour work schedule including weekends based on business needs and observe company attendance policy

Conduct required daily / weekly / monthly transaction monitoring

Design, develop and implement quality framework covering all the roles and designation

Administer the implementation of quality related initiatives, and ensure quality measures are aligned with overall business objectives (close coordination with clients in updating call flows, call process, and quality guidelines)

Tracking the performance against program objectives and implementing improvement initiatives to achieve the objectives

Update the identified tool with performance data to ensure timely and accurate reporting of SLAs Prepare accurate transaction monitoring reports

Recommend actions for improvement based on monitoring result at a team member / process level

Lead calibration exercises with Operations Team and Client / s on a regular basis to ensure consistency in measurement

Work closely with Trainer / SME and Operations team to conduct upskilling (learning sessions with operations or support groups)

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