NOC Quality Assurance Analyst

3 weeks ago

General Santos, Philippines Staff4Me Full time

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our NOC associates that deal with our existing and potential customer. The QA will monitor inbound and outbound calls, cases, dispatches, and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing NOC quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to improve the overall SageNet customer experience.

Responsibilities:
  1. Perform quality review and audits of cases, dispatches, and calls within the NOC.
  2. Participate in the design of call monitoring formats and quality standards.
  3. Provide trend data to the management team based on audits and quality monitoring.
  4. Conduct work studies with associates to identify potential process gaps.
  5. Assist with user acceptance testing (UAT) for new tools and processes.
  6. Track performance at team and individual NOC levels.
  7. Monitor NOC email responses.
  8. Participate in customer and client listening programs to identify customer needs and expectations.
  9. Provide actionable data to internal support groups as needed.
  10. Coordinate and facilitate call calibration sessions for NOC staff.
  11. Provide feedback to NOC supervisors and managers.
  12. Prepare and analyze internal and external quality reports for management review.
  13. Set up tests to identify and correct program operating errors.
  14. Develop procedural documentation for internal use.
  15. Maintain records of design changes, fixes, and maintenance issues.
Minimum Requirements:
  • At least 2 years of experience in a NOC environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to effectively interact with people at all levels within the company.
  • Ability to multitask and operate effectively in a fast-paced, team environment.
  • Adaptability to change and ability to set and adjust priorities as needed.
  • Proficiency in MS Office and database software.
  • QA experience is a plus.
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