Sr. Associate Quality Analyst-Taguig City
4 weeks ago
Overview
Sr. Associate Quality Analyst – Taguig City
Responsibilities- Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy with on-time/immediate feedback to the floor.
- Coordinates and facilitates call calibration/training sessions for call center staff.
- Publishes quality trends, feedback and improvement/enhancement reports to the Verisk team.
- Conduct quality monitoring and coaching.
- Deal tactfully and courteously with clients.
- Produce quality reports and dashboards such as TNI, Pareto, etc.
- Drive process improvement and ensure process compliance.
- Contribute to the development of the short and long-term goals of the process.
- Ensure quality and CSAT targets are met at all times.
- Drive first call resolution and quality initiatives in the program.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge in MS-Office.
- Works accurately and with an eye for detail.
- Minimum 1 year experience as a QA in both inbound and outbound projects.
- Preferred: Bachelor’s/College Degree in any field.
- Preferred: With Sales background.
- Associate
- Full-time
- Quality Assurance and Sales
- Outsourcing and Offshoring Consulting
We are not including external postings or extraneous job listings in this refined description.
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