Quality Analyst

ibex


Date: 3 weeks ago
City: Pasig 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 experience as a Quality Analyst (for External)
  • Minimum 1 year previous Call Center experience (for Internal)

Knowledge

  • Intermediate knowledge in MS Office especially MS Excel
  • Previous front-line experience and successful completion of program specific training on the program being supported is required.

Skills

  • Strong interpersonal communication skills
  • Effective oral and written communication skills
  • Team-oriented and Self-motivated
  • Performance-oriented and Results – Oriented
  • Exception performance History in the area of Quality Performance and CSi

Abilities

  • Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
  • Ability to respond positively to changing environment
  • Ability to exhibit professionalism/credibility in his/her facilitation skills
  • Demonstrated ability to work with and lead a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Product Development Officer

Cepat Kredit Financing Inc, Pasig City
5 days ago
Research market trends, customer needs, and competitor offerings to identify product opportunities. Develop and refine existing products. Work with marketing, risk, operations, and compliance teams to develop product strategies and support go-to-market activities. Prepare product documentation, business cases, and implementation plans. Monitor product performance and recommend improvements based on data and feedback. JOB SPECIFICATIONSEducational Requirement: Bachelors/College degree in business, finance,...

Customer Service Representative [Entry Level - No Experience Required

Enshored, Pasig City
6 days ago
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.Our Team Is Composed Of Hand-picked...

Data Engineer

H2 Software Consulting Services Inc., Pasig City
1 week ago
Key ResponsibilitiesDesign, develop, and maintain ETL workflows using Talend, AWS Glue, or similar tools.Build and optimize data pipelines and integrations between Salesforce, internal systems, and cloud-based data platforms.Manage and monitor data ingestion and transformation processes to ensure data quality and reliability.Utilize Amazon MWAA (Managed Workflows for Apache Airflow) for scheduling and orchestration of data workflows.Work with AWS services such as...