Current jobs related to Quality Analyst - Negros Occidental - Ubiquity
-
Data Analyst
3 weeks ago
Davao Occidental, Davao, Philippines Cyberbacker Careers Full timeJob Title: Data AnalystAt Cyberbacker Careers, we're seeking a highly skilled Data Analyst to join our team. As a Data Analyst, you will be responsible for providing critical insights and data-driven recommendations to support business decision-making.Key Responsibilities:Develop and maintain real-time reporting and analytics tools to track key performance...
Quality Analyst
2 months ago
QA Specialist
Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of our
call center associates who deal with our existing and potential customers. The QA will monitor inbound
and outbound call and potential emails or chat responses (as needs rise within the company) to assess
associates demeanor, technical accuracy, customer service performance, and conformity to company
policies and procedures. This individual will assist in developing, creating and implementing call center
quality processes and procedures; as well as making recommendation for enhancements to training
materials as needed to enhance the overall customer’s experience. This individual will also work closely
with training and operations to provide support when needed.
Specific Tasks:
Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to the site management team.Uses a quality monitoring data management system to compile and track performance at team and individual level.Performs monitors of call, chat and email responses, depending on program needs.Participates in customer and client listening programs to identify customer needs and expectations.Provides actionable data to various internal support groups as needed.Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.Provides feedback to call center team leaders and managers.Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.Perform other duties as assigned.
Knowledge, Skill Set & Qualifications Required
2-3 years Call Center Experience1-2 years Quality Analyst Experience a plusBachelor Degree a plusExcellent verbal, written and interpersonal communication skills;Outstanding customer service skills and dedication to providing exceptional customer care;Must be self-motivator and self-starter;Focus on quality and customer service;Exceptional listening and analytical skills;Solid time management skills;Must be able to effectively deal with people at all levels inside and outside of the Company;Creative ability & writing proficiency;Ability to multitask and successfully operate in a fast paced, team environment;Must adapt well to change and successfully set and adjust priorities as needed;Must be proficient with Microsoft Office (intermediate Word, basic Excel);