Quality Analyst

5 days ago

Cebu City, Philippines TASQ Staffing Solutions Full time

Overview

Nature Of the Account: Ecommerce

Start Date: ASAP

Type of Support: Non-voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Qualifications
  • Finished at least 2 years in college without back subject/s
  • Work Experience:
  • At least 2+ years exp as QA Analyst in a BPO setup (preferably in retail domain)
  • Any domain
  • Good communication skills
Responsibilities
  • Monitoring and Evaluation: Quality Analysts assess the quality of interactions, such as calls, emails, or chats, against established criteria. They listen to calls, review emails, and analyze data to identify areas of improvement.
  • Performance Analysis: They analyze agent performance, providing feedback and coaching to improve their skills and adherence to processes.
  • Process Improvement: QA analysts identify areas where processes are inefficient or broken, and they work to implement solutions and improvements.
  • Report Generation: They create regular reports on quality metrics, performance trends, and areas for improvement, often sharing these with management and other relevant teams.
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