
Quality Assurance Analyst
2 days ago
Quality Assurance Analyst
Location: Mandaluyong, National Capital Region, Philippines
Responsibilities- Conduct thorough evaluations of calls to assess the quality and effectiveness of interactions.
- Verify that agents follow established procedures, compliance guidelines and regulatory requirements.
- Collaborate with various stakeholders to develop projects based on findings and improve existing processes.
- Identify discrepancies and areas of improvement in communication, negotiation, and problem-solving skills of agents.
- Conduct refresher, calibration sessions, and retraining for quality-related modules.
- Participate in process alignment discussions with the Operations team and other concerned teams.
- Monitor and prioritize customer complaints, product defects, or service issues.
- Analyze patterns in issues to detect recurring problems or areas for improvement.
- Provide feedback to development or product teams regarding quality issues or improvements needed based on escalated cases.
- Audit cases for high-impact customer issues and conduct RCA for complaints.
- Assist in creating and refining internal escalation procedures, ensuring clarity and efficiency.
- Regularly submit weekly and end-of-month reporting, and incident report documentation.
- Perform ad hoc tasks.
- Working experience in Microsoft Office or similar tools used for handling data and quality monitoring.
- Ability to work in a fast-paced and results-oriented culture.
- Keen attention to detail and strong analytical abilities.
- A strong QA and market research background is a plus.
- Seniority level: Associate
- Employment type: Full-time
- Job function: Customer Service
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