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Quality Assurance Analyst

1 month ago

Cebu City, Central Visayas, Philippines Neksjob Corporation Full time
Responsibilities:

- Monitors calls and provide feedback to agents

- Partner with the training team in providing feedback that would improve overall quality of performance

- Participates in call calibrations, monitoring with client and operations team expert on product support, escalations, verifications

- Coach and develop agents on quality, customer satisfaction and policies and procedures of the account

- Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause

- Generates reports and quality updates

- Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager

- Defining the quality parameters to the agents and defining the scope of improvisation

- Perform other duties assigned

Qualifications:

- Quality Analyst Experience in BPO

- Collections Experience

- Can work Onsite