Quality Analyst

ibex


Date: 1 week ago
City: Mandaluyong City
Contract type: Full time
The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

Responsibilities

  • Monitoring of Calls – 15-30 calls per day
  • Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
  • Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
  • Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
  • Identify and report any required training issues to department management and trainers.
  • Take an active part in the evolution of the attribute document
  • Identify changes that need to be made to our evaluation tool
  • Create and update standards as appropriate
  • Create scripting and resources for agents when requested or needed
  • Provide in-depth comments on evaluations for manager coaching
  • Train new members that join our team
  • Follow up with issues identified to ensure they are resolved
  • Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
  • Team Accountability (QA and CSi Performance) – weekly progress report with action items
  • Attend and actively participate in weekly calibration and facilitation on a rotational basis
  • QA Orientation for New Hires – as needed
  • QA Orientation for Cross Skilling of agents – as needed
  • Facilitation of Mock Calls and Certification – as needed
  • Perform other duties and special projects as assigned.

Qualifications

  • Minimum 1 year previous QA experience

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