Quality Analyst(International BPO)

2 weeks ago


Manila, National Capital Region, Philippines Halcom Marketing Full time

JobSummary - Quality Analyst is responsible for monitoring and evaluating the performance of call center representatives to ensure that customer service standards are met or exceeded. This role involves assessing agents' interactions with customers, providing feedback, identifying areas for improvement, and implementing strategies to enhance overall customer satisfaction.

Job Description

  • Quality Monitoring: Monitor and evaluate outbound calls handled by call center representatives to assess customer service quality and adherence to established protocols and standards.
  • Performance Evaluation: Analyse calls to identify trends and areas for improvement.
  • Feedback and Coaching: Provide constructive feedback to call center agents based on quality monitoring evaluations, highlighting areas of strength and opportunities for development. Conduct coaching sessions to help agents improve their communication skills, product knowledge, and problem- solving abilities.
  • Quality Assurance Procedures: Develop and implement quality assurance procedures, guidelines, and best practices to ensure consistency and compliance with company policies, industry regulations, and service level agreements (SLAs).
  • Data Analysis and Reporting: Compile and analyse quality assurance data to generate reports, dashboards, and presentations for management review. Identify root causes of quality issues and recommend corrective actions to address them.
  • Training and Development: Assist in the development and delivery of training programs and materials for call centre agents, focusing on customer service techniques, product knowledge, system navigation, and other relevant skills.
  • Collaboration: Collaborate with call centre managers, supervisors, and other stakeholders to identify opportunities for process improvement, performance optimization, and customer experience enhancement.
  • Quality Initiatives: Participate in quality improvement initiatives and projects aimed at enhancing call center operations, driving efficiency, and achieving customer service excellence.

Minimum Requirements:

Graduate Male candidate with proven experience in a call center environment of at least 0.6 to 1 years in outbound sales/Lead Generation/Customer Service verticals.

Someone who is interested in the role and profile of Quality Analyst even doesn't have experience of Quality Analyst on paper Were open to welcome you onboard.

Someone who is confident to deliver above mentioned tasks and have learning attitude Were open to welcome you onboard.

If you have good analytical skills with the ability to interpret data, identify trends, and make recommendations for improvement. Must have used MS-Excel and Google Sheets for reporting – We're open to welcome you onboard.

You have excellent communication skills, both verbal and written, with the ability to provide clear and actionable feedback to call centre agents – We're open to welcome you onboard.

Understanding of call centre operations, customer service principles, and quality assurance methodologies.

Ready to work with US shifts

Available to join immediately.

Interview Rounds:

HR Screening – Telephonic/Virtual

Ops Interview – Virtual video camera must be on

Final Discussion – Face to Face in Office (Late evening)

Benefits:

Salary Ranging – 3.00 LPA – 3.60 LPA CTC and below mentioned other benefits over and above CTC

Free Meal/Meal Allowance

Transport Allowance


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