Quality Analyst

1 week ago

Manila, Philippines Ibex Full time

Responsibilities Monitoring of Calls – 15-30 calls per day Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance. Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement. Identify and report any required training issues to department management and trainers. Take an active part in the evolution of the attribute document. Identify changes that need to be made to our evaluation tool. Create and update standards as appropriate. Create scripting and resources for agents when requested or needed. Provide in-depth comments on evaluations for manager coaching. Train new members that join our team. Follow up with issues identified to ensure they are resolved. Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews. Team Accountability (QA and CSi Performance) – weekly progress report with action items. Attend and actively participate in weekly calibration and facilitation on a rotational basis. QA Orientation for New Hires – as needed. QA Orientation for Cross Skilling of agents – as needed. Facilitation of Mock Calls and Certification – as needed. Perform other duties and special projects as assigned. Qualifications Minimum 1 year previous experience as a Quality Analyst #J-18808-Ljbffr

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