Quality Analyst

1 month ago


Davao City, Davao, Philippines Concentrix Full time

Job Title:

Quality Analyst

Job Description

Imagine being able to partner with global technology leaders in a company that cares about YOU – 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 – 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

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents


  • Quality Analyst

    2 weeks ago


    Davao City, Davao, Philippines SunPower Full time

    Do you want to change the world? We do, too.SunPower is changing the way our world is powered every day with a passionate and driven team in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers...


  • Davao City, Davao, Philippines Lucia Dulce Corporation Full time

    If you have experience as a QA in the food industry, specifically in cakes and pastries, and think you are qualified for this position, kindly click the apply button on this advertisement.===========================================================Job ResponsibilitiesExperience as a QA in cakes and pastries is a MUSTEnsures that production is efficient and...


  • Davao City, Davao, Philippines Lucia Dulce Corporation Full time

    If you have experience as a QA in the food industry, specifically in cakes and pastries, and think you are qualified for this position, kindly click the apply button on this advertisement.===========================================================Job ResponsibilitiesExperience as a QA in cakes and pastries is a MUSTEnsures that production is efficient and...


  • Davao City, Davao, Philippines Dynata Full time

    Database Development & Administration (Information & Communication Technology) Call Center Data Analyst is critical in making and preparing operational analysis of data and recommending optimal ways to represent it visually to Managers, Sr. Managers, Directors, and other VS stakeholders. To create quality assurance and process documentation and define Key...

  • Data Analyst

    2 weeks ago


    Davao City, Davao, Philippines Jakkar Marketing Corporation Full time

    Database Development & Administration (Information & Communication Technology) A strong understanding of data modeling, data structures, and databases.Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.Possess excellent oral and written...

  • data analyst

    2 days ago


    Davao City, Davao, Philippines BSO IRELAND LIMITED Full time

    Job Summary The Data Analyst in the Vendor Contract Database Management team will be primarily responsible for managing and optimizing our vendor contract database, ensuring that all active contracts deliver useful and active services, and identifying unused, underutilized or duplicated services. This role is crucial in supporting strategic decision-making...


  • Davao City, Davao, Philippines Reeracoen Philippines Inc Full time

    ITSM Analyst, Managed Services - Davao City ID:46377 Overview40,000 PHP ~ 40,000 PHPTelecommunicationJob DescriptionThe ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance,...

  • Data Analyst

    2 weeks ago


    Davao City, Davao, Philippines Zywave, Inc. Full time

    Analyze and assess new databases/datasets from data share partners. Create business rules and functional requirements necessary to set up ETL processes to ingest new datasets, as well as recurring. Ensure quality and accuracy of the DSP datasets, this includes: -Creating business logic and processes to QA new and re-occurring data loads.-Maintain data...


  • Davao City, Davao, Philippines Kennemer Foods International, Inc. Full time

    Scope of Work:The Operations Analyst plays a crucial role in ensuring the efficient functioning of the organization's operations. This role involves analyzing and optimizing various operational processes, managing data, and providing insights to enhance overall productivity and profitability. He/She must possess strong analytical and problem-solving skills,...

  • Real Time Analyst

    1 week ago


    Davao City, Davao, Philippines VXI Global Solutions Full time

    Real Time Analyst - Davao (Active pooling)This position supports business leadership through development of complex financial and operational reporting and analysis solutions. This position also leads technical design projects and oversees processes for developing appropriate reporting infrastructure and procedures.Analyzes, monitors and balances real-time...


  • Davao City, Davao, Philippines RCX Philippines Full time

    The ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance, maintaining records, tracking key metrics, identifying areas for improvement, and mitigating problems to prevent customer...

  • Junior Data Analyst

    2 weeks ago


    Davao City, Davao, Philippines Talent Outsourcing Channel Solutions Full time

    Gathers data: Collects information from Hyphen Partners reports and updates corresponding trackers.Creates data visualizations: Develops visual representations of data as requested by Senior Data Analysts (DA) and/or the DA Manager.Generates analytics reports: Delivers comprehensive analytical reports based on business needs.Data extraction and management:...


  • Davao City, Davao, Philippines RCX Philippines Full time

    The ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance, maintaining records, tracking key metrics, identifying areas for improvement, and mitigating problems to prevent customer...


  • Davao City, Davao, Philippines RCX Philippines Full time

    Pay: Php40, Php45,000.00 per month The ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance, maintaining records, tracking key metrics, identifying areas for improvement, and...


  • Davao City, Davao, Philippines RCX Philippines Full time

    Pay: Php40, Php45,000.00 per monthThe ITSM Analyst plays a crucial role in enhancing the efficiency, effectiveness, and quality of services provided to customers, the business, and stakeholders. They are responsible for offering valuable insights into service performance, maintaining records, tracking key metrics, identifying areas for improvement, and...

  • Junior Data Analyst

    2 weeks ago


    Davao City, Davao, Philippines Torch Solutions Full time

    Market Research & Analysis (Marketing & Communications) Gathers data from reports of Hyphen Partners and inputs them in their respective trackersCreates appropriate data visualizations as required by Senior Data Analysts (DA) and/or the DA ManagerProviding expanded analytics reporting as per business requirementsData extraction and providing information to...


  • Davao City, Davao, Philippines Focusinc Group Corp Full time

    This position leads and oversees the operations training team across all sites. The primary responsibility is to ensure the development, design, and implementation of required training programs for agents/Pros based on the Client's requirements in a timely and efficient manner. The position is responsible for accomplishing the training objectives and...

  • Senior Analyst

    2 weeks ago


    Davao City, Davao, Philippines Nagarro Full time

    Company DescriptionWe are a Digital Product Engineering company that is scaling in a big way We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world experts across 26 countries, to be exact). Our work culture is dynamic and...

  • Service Desk Analyst

    2 weeks ago


    Davao City, Davao, Philippines GLC (Gur Lavi Corp.) Full time

    As a Service Desk Analyst, you will be responsible for providing first-level support to users experiencing technical problems with hardware, software, and applications. The goal of the IT Service Desk is to resolve issues quickly and efficiently, while also providing excellent customer service to end users.The GTS Service Desk team is responsible for...

  • NOC Analyst

    2 weeks ago


    Davao City, Davao, Philippines Dynata Full time

    Networks & Systems Administration (Information & Communication Technology) NOC Analyst will provide day-to-day network, application, infrastructure monitoring as well as support escalations. This includes front line support and coordinating with Senior NOC Analysts and other levels. This interaction can range from opening/closing tickets, escalating to...