QUALITY ANALYST
Acquire BPO Pty Ltd
Philippines
10d ago

Job Description

Quality Assurance - He / She should comply with the verification and assessment procedures as laid down by the client and / or by Acquire AP.

DUTIES AND RESPONSIBILITIES :

  • Reports directly to the QA Supervisor
  • Evaluates calls based on the QA form
  • 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
  • MINIMUM REQUIREMENTS

  • Proficient in MS Applications such as PowerPoint, Word, Excel, etc.
  • Fast learner, can follow instructions
  • Familiar with basic email and IM etiquette
  • Can communicate effectively, both verbal and written
  • Has good coaching skills
  • Has good interpersonal skills
  • Has good listening skills and comprehension
  • Can work effectively and efficiently
  • Can work in shifting schedules
  • Willing to be assigned to other work locations
  • Apply
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