Quality Assurance Analyst

4 weeks ago

Cebu City, Philippines IntouchCX Full time

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story -

About The Job

We’re changing the way people think about customer service, and we need your help We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

Responsibilities
  • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
  • Complete Quality Assurance and coaching session reports on a weekly basis
  • Provide floor support, which can include actively taking phone calls
  • Attend and participate in meetings with supervisors and managers to review monitoring lists
  • Attend and participate in partner and internal calibration meetings
  • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
  • Report scripting problems or questions from callers to appropriate departments
  • Distribute partner and company related correspondence to all CSRs/Tier 2 team members
  • Perform other duties as assigned
Qualifications
  • High school diploma or equivalent (required)
  • 1 year of front-line contact center experience (preferred)
  • 1-2 years of Quality Assurance experience (preferred)
  • Intermediate knowledge of MS Excel, MS Word and MS Office (required)
  • Ability to type 30 wpm minimum with accuracy
  • Strong verbal and written communication skills, including spelling and grammar
  • Excellent organizational and time management skills
  • Ability to make fair and consistent judgments and decisions
  • Ability to multi-task under high-pressure situations
  • Ability to solve problems and offer suggestions in a positive and developmental manner
  • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
  • Ability to perform basic mathematical functions to ensure scoring accuracy
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required
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