Call Quality Analyst

3 weeks ago

Southern Manila District, Philippines Expertise.com Full time

Overview

Immediate Superior / Reports to: Call QA Team Lead / QA Manager

Location: Philippines - Remote / Work from Home (Night Shift)

About The Role

Our ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

Objectives
  • Interpret, build upon, and comply with the company’s quality assurance standards
  • Document quality assurance activities with internal reporting and audits
Duties and Responsibilities
  • Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers, and the internal team members, ensuring compliance with quality standards, guidelines, and procedures
  • Maintain audit, coaching, and performance logs
  • Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors
  • Play a part in developing and supporting documentation for training and operations
  • Contribute to call calibration sessions
  • Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies
  • Provide training to team members and conduct coaching sessions whenever deemed necessary
  • Identify issues, analyze performance, and communicate trends to the QA Manager
  • Serve as an intermediary for escalations between agents and consumers
  • Perform other responsibilities as assigned by the QA Manager
Required Skills And Qualifications
  • Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience
  • A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection
  • With data research skills
  • Knowledge of data analysis
  • Excellent analytical and problem-solving abilities and meticulousness
  • Highly developed attention to detail
  • Outstanding communication skills in both writing and speaking
  • Capability to submit high-quality deliverables accurately and within the agreed timeline
  • Proven track record of consistently meeting and exceeding set goals
  • Ability to work both as part of a team and independently with minimal supervision
Preferred Skills And Qualifications
  • Ability to understand and speak the Spanish language is a plus
  • Experience in a training and coaching environment is an advantage
  • Strong computer skills and knowledge of Google Workspace, Microsoft, and Salesforce
Who We Are

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

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