Quality Analyst | Paranaque

3 weeks ago


Philippines UNAVAILABLE Full time
Overview

The QA Analyst will be responsible for proactively identifying agent level performance opportunities by analyzing KPIs related to customer experience, sales conversion, customer satisfaction, agent learning, and knowledge management. This includes evaluating a sample of calls (sales, service, etc.) and other contact methods (email, chat, fax, fulfillment, payments) for compliance with client standards, accuracy, customer experience, and contact handling efficiency. The QA Analyst will support at least one account within a portfolio.

Responsibilities
  • Use of Call Recording Systems (preferred)
  • Process improvement knowledge and analytical skills (preferred)
  • Previous quality assessment experience (preferred)
  • Knowledge of adult learning techniques (preferred)
  • Understanding of inbound/outbound operations (desired)
  • Familiarity with feedback and coaching skills (desired)
  • Coaching experience
  • Knowledge of Program Strategy (strongly desired)
Qualifications
  • Minimum 6 months tenure in the company or status as a regular employee
  • Strong interpersonal and communication skills
  • Effective oral and written communication skills
  • Excellent performance history in Quality
  • Problem-solving and independent decision-making abilities
  • Multitasking skills
  • Sense of urgency and responsibility
  • Customer-focused attitude
  • No current quality issues
  • No performance escalations
  • No attendance issues
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