Quality Assurance Analyst

3 weeks ago

Quezon City, Philippines SMDigital Full time

The Quality Assurance Analyst will monitor inbound and outbound calls, and email responses, and evaluate customers’ experience. Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Provides feedback to call center team leaders and managers.

Responsibilities:

  • QA Specialist Analyst will score each call from 1 to 5 in different KPIs: communication, approach, was the resolution (qualified or not qualified) correct, what could be improved, and recollected all info.
  • QA Specialist Analyst will find areas of opportunity (if applicable) for each teammate.
  • QA Specialist Analyst will provide feedback in written form to the client in real-time. The client shall inform QA Specialists to whom the feedback will be provided.
  • QA Specialist will create/manage a QA scorecard form (per the Excel document provided by the Client to the QA Specialist).
  • QA analysts will create a QA score dashboard to visualize each teammate’s performance and improvement.
  • QA analysts shall participate in periodic calls (weekly,) to provide insight into the AE scores, trends, suggestions, etc.

Requirements:

  • At least 3 years of Quality Assurance Analyst experience
  • Excellent communication and time management skills
  • Ability to multi-task projects, establish priorities, work independently, and organize effectively.
  • Proficiency in Excel and the Google Suite of Apps (Docs, Sheets, Slides GMail
  • Must be trustworthy and able to keep confidential information contained
  • Excellent listening, verbal, written, and interpersonal communication skills
  • Keen attention to detail
  • Good judgment and decision-making capabilities
  • An effective time manager who can perform in a fast-paced, deadline-oriented environment
  • Knowledge of Microsoft Office Suite Products
  • Ability to organize, prioritize, adapt to change, and work in a fast-paced environment

Home Office Requirements:

  • Stable internet connection with at least 50 Mbps postpaid (must provide a screenshot of a speed test)
  • Computer (at least 16GB RAM and Intel i5 core processor equivalent or up)
  • Noise Cancelling Headset
  • Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
  • Dual Monitor

Benefits:

  • Monthly Company Bonus Program
  • Paid Vacation Leave
  • Holiday Bonus

We hire real-living people who have voices; and who are willing to learn what you need for your career growth. We will not entertain applications that do not follow instructions.

Required for consideration:

  • Screenshot of your present ISP speed results via speedtest.net.
  • Screenshot of your computer/laptop specs.
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