Quality Assurance Analyst
Support Services Group
Date: 1 week ago
City: Makati City
Contract type: Full time
About The Role
As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:
To thrive in this role, you'll need:
As a Quality Assurance Analyst, you will play a crucial role in maintaining the high standards of customer service within our organization. Your responsibilities will include:
- Participating in customer and client listening programs to identify needs and expectations.
- Monitoring the effectiveness and quality of incoming calls and emails.
- Identifying weaknesses in performance and devising solutions for improvement.
- Ensuring compliance with company quality systems and identifying process improvement opportunities.
- Generating and maintaining detailed feedback and coaching documentation.
- Providing constructive feedback to call center team leaders and managers.
- Offering daily feedback through both verbal and written communication.
- Developing and maintaining a thorough understanding of our products, including call center performance and functional requirements.
- Showcasing your ability to work independently, being self-motivated and delivering projects without constant supervision.
- Communicating with discretion and professionalism, recognizing when confidentiality is crucial.
To thrive in this role, you'll need:
- With at least 1 year Quality Assurance Analyst experience in BPO industry.
- Strong attention to detail, exceptional listening, and analytical skills.
- Excellent written and verbal communication skills.
- Outstanding organizational skills, with the ability to manage multiple tasks under deadlines.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work effectively in a team environment.
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