Quality Assurance Analyst

2 days ago

Mandaluyong, Philippines Monee Full time

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.
Qualifications
  • 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.
Additional Details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Customer Service
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