Makati Quality Analyst

4 weeks ago

Makati, Philippines VXI Global Solutions Full time

1 month ago Be among the first 25 applicants

It's fun to work in a company where people truly BELIEVE in what they are doing
We're committed to bringing passion and customer focus to the business.
The Quality Assurance Representative performs audit functions within the department including monitoring contact center and member assist calls. Other audit functions include reviewing wires, loans, VyChats, escalations, OJT phone time and other transactions. Findings are provided to various levels of management to make clear assessment regarding the level of quality services that VyStar provides to members and to assess training needs. The incumbent is accountable for the accuracy, completeness, and consistency of all QA work results, as well as maintaining confidentiality of information.

  • Ensure contact center and member assist calls are properly recorded. This includes troubleshooting and coordinating with members of contact center management, retail management and OJT Trainers.
  • Evaluate recorded calls and VyChat transcripts for all contact center employees to improve or maintain call quality. Review security procedures being followed which are reported monthly for auditing. Evaluations are submitted to contact center employees and their Assistant Manager which are used for coaching. Evaluators should maintain a high level of accuracy, knowledge, completeness, and professional feedback.
  • Continuously calibrate as team, both through scheduled and open dialogue to ensure the consistency of call evaluation that each QA representative performs. Schedule and facilitate monthly leadership calibrations and monthly listening sessions with Contact Center and Retail Management.
  • Perform call and VyChat reviews along with member

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