Quality Auditing Senior Analyst

3 days ago

Makati, Philippines JobsAvenuePH Full time

On-site - Makati 1-3 Yrs Exp Diploma Full-time

Job Description Employee Recognition and Rewards

Performance Bonus, Employee Recognition Program

Government Mandated Benefits Insurance Health & Wellness

Disability Insurance, Health Insurance, Life Insurance, HMO

Employee Discount, Sleeping Quarters

Professional Development

Bereavement Leave, Maternity & Paternity Leave, Parental Leave, Vacation Leave

Read More

  • We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
  • This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
  • Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
  • Develop and implement quality assurance strategies to enhance customer service performance.
  • Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
  • Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
  • Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
  • Ensure compliance with industry regulations, company policies, and performance metrics.
  • Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
  • Lead process improvement initiatives to enhance efficiency and customer satisfaction.
  • Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
  • Strong leadership skills with experience in managing and mentoring a QA team.
  • Excellent analytical and problem-solving skills to identify and address performance gaps.
  • Proficiency in QA tools and call monitoring systems.
  • Exceptional communication and coaching skills to provide constructive feedback.
  • Knowledge of industry compliance standards and customer service best practices.

Data Analysis Troubleshooting Data Processing Quality Control Problem Solving Skills BPO Quality Auditing Quality Management

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