Quality Analyst

2 weeks ago

Antipolo, Philippines Movate Technologies Services Limited Full time

Audit voice and digital interactions based on established QA rubrics. Ensure timely completion of daily/weekly QA evaluations per agent. Provide constructive feedback to agents and Team Leads. Calibration & Coaching Support Participate in bi-weekly Willow syncs and QA calibration sessions. Align scoring standards with Team Leads and SMEs. Support coaching sessions by providing QA insights and trends. Reporting & Analysis Track QA scores and trends across teams (Team Klein, Team Kristine, Team AC). Identify recurring issues and recommend actionable solutions. Maintain QA dashboards and contribute to CSAT improvement initiatives. Process Improvement Collaborate with operations to refine QA rubrics and SOPs. Flag systemic issues impacting quality and customer satisfaction. Recommend training or refresher modules based on QA findings. Compliance & Documentation Ensure QA documentation is complete, accurate, and audit-ready. Uphold data privacy and compliance standards in all evaluations. #J-18808-Ljbffr

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