Quality Analyst

Job Title:

Quality Analyst

Job Description

Imagine being able to partner with global technology leaders in a company that cares about YOU â your professional growth, your success, and your community.

We are looking for a Quality Analyst to join our team.

The future team member who will love this job will manage representative performance improving through quality assurance. Reporting to a Manager, you will perform frequent analysis of individual representative performance by scoring high value activities, evaluating product knowledge and demonstrated tool usage. Along the way, you will have access to world-class training opportunities to grow and enhance your skills and career. At Concentrix, you can Own Your FutureYou Will:

• Monitors and scores quality assurance for all global representatives by reviewing call recordings, international live interactions/demos, and email activities
• Active role in new rep onboarding to ensure competence in learning development for a shift into full production from nesting
• Update individual representative scorecard to reflect performance through phone and email interactions, makes suggestions for improvement and tool or course recommendations to enhance performance
• Audits and tracks individual representative performance through different tools to maximize performance while ensuring integrity toward quota and key performance metrics using tools not limited to Gong, scorecard agreed with Dropbox Program Managers, and Sales Manager feedback
• Analyze data, performance, and customer experience trends to develop and implement strategic sales plays and best practices for the supported region
• Collaborate with partners to improve sales processes to achieve a positive customer experience
• Maintain a high level of communication with partners to ensure a relationship is fostered and developed
• Maintain high level of knowledge about Dropbox, customer interaction, and evolving business environment
• Analyze and identify opportunities to further elevate and optimize performance by ensuring reps are using SPICED/Winning by Design framework
• Ensure adherence and compliance in Dropbox and Concentrix+Webhelp global regulations and procedures in context of building positive customer experiences

You Have:

• 5 years related experience in a BPO/Call Center Industry
• Proficient in Microsoft excel (can perform complex functions)
• Expertise in analyzing and generating reports of operational KPI
• Can collaborate with different partners within and outside the organization.
• Can meet timelines on deliverables.
• Exceptional listening and analytical skills.

Our Benefits/Perks:

• Health Insurance with Dental Coverage for Employees â extended to two (2 dependents)
• Paid Time off
• Birthday Time Off
• Bereavement Leave
• Life Insurance Group Personal Accident Program
• Employee Assistance Program
• Volunteer Time Off, paid time yearly to volunteer with an organization of your choice.
• Recognition programs
• Wellness Incentive Program
• Learning and Development Programs

Virtual First

Concentrix is a Virtual First company, which means working outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but an Internet connection and a space at home to work is required. While you can work from your home, we do require that you are within a commutable distance (NCR, Cavite, Rizal, Laguna, and Bulacan), of the local office to ensure you can attend when/if required by the company. Also, per PEZA regulations, we are mandated to keep track and record the movement of all company-owned work equipment, thus any movement of this working equipment is prohibited without any prior approval by the management team, including our PH Site Director

Location:

PHL Makati City - Ayala North Exchange

Language Requirements:

English (Required)

Time Type:

Full time

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