Quality Auditing Analyst

4 weeks ago

Rizal, Philippines Intelegencia Full time

Overview

As a Quality Assurance Specialist , you will be required to take calls, become familiar with account-specific processes, and monitor interactions across different channels (call, chat, email). This role is integral to ensuring we provide an excellent customer experience and continuously improve performance.

Responsibilities
  • Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.
  • Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.
  • Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.
  • Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.
  • Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.
  • Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained.
  • Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non-critical errors.
  • Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc.
  • Quality Reports: Prepare and analyze internal and external quality reports for management review.
  • Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality.
  • At least 1-2 years experience as a quality analyst
  • At least High school Graduate
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