QA Analyst
Demand Science Team Philippines, Inc.
Virtual, Philippines
15d ago

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 a 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
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