Quality Analyst | Palawan - #78690


Date: 4 weeks ago
City: Puerto Princesa, Mimaropa
Contract type: Full time
  • Responsible for meeting contact center weekly and monthly goals
  • May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution
  • May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified
  • May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting
  • May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports
  • Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams

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