
Quality Analyst | Paranaque
3 weeks ago
Join to apply for the Quality Analyst | Paranaque role at ibex
The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.
Responsibilities- Ability to use Call Recording Systems preferred
- Process Improvement knowledge/analytical skills preferred
- Previous quality assessment experience preferred
- Knowledge of adult learning techniques, preferred
- Understanding of Inbound/Outbound operations is desired
- Familiarity with fundamental feedback and coaching skills is desired
- Coaching experience
- Prior knowledge of Program Strategy is strongly desired
- Must have at least 6 months of tenure in the company or be a regular employee
- Strong interpersonal communication skills
- Effective oral and written communication skills
- Strong track record in Quality Performance in previous roles
- Problem solving abilities and independent decision making capabilities
- Multitasking skills
- Sense of urgency and responsibility
- Highly customer focused
- No quality issues
- No performance escalation
- No attendance issues
- Entry level
- Full-time
- Quality Assurance
- Outsourcing/Offshoring
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Quality Analyst | Paranaque
3 weeks ago
, , Philippines UNAVAILABLE Full timeOverview 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,...
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Data Analyst
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, Metro Manila, Philippines JPMorgan Chase & Co. Full timeJoin our Client Onboarding & Service (COS) – Global Quality Management team for Commercial Card Client Service to monitor client interactions and provide independent reviews of employee actions and business processes. Bring your expertise in quality assessments to drive remediation and ensure adherence to Standard Operating Procedures. Unlock your...
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Quality Analyst
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, Metro Manila, Philippines JPMorganChase Full timeQuality Analyst - Global Quality Management Join our Client Onboarding & Service (COS) – Global Quality Management team for Commercial Card Client Service to monitor client interactions and provide independent reviews of employee actions and business processes. Bring your expertise in quality assessments to drive remediation and ensure adherence to...
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Quality Analyst Ii
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, Metro Manila, Philippines Buscojobs Full timeFood Product Quality Assurance Specialist Job Description Repsonsible for assuring the high quality of food products through strict adherence to standard receiving, storage, warehousing, issuance and delivery procedures. Conducts Research and Development on new and existing food products. Assists Marketing Department in food-related projects and...