Quality Assurance Analyst

2 days ago

Quezon City, Philippines Asticom Technology Inc. Full time

Direct message the job poster from Asticom Technology Inc.

  • Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops lead and the QA team
  • Performs real time and/or historical audits and evaluation to campaigns.
  • Uses quality monitoring data management system to compile and track performance at team and individual levels
  • Participates and initiates calibration sessions.
  • Conduct first to second level analysis on quality defect trends and errors
  • Prepares additional Reports including meeting minutes and calibration report
  • Using Information and Analysis for Quality Improvement
  • Participate in Team Meetings and Process Reviews, providing feedback on quality issues
  • Conduct teach-back sessions, QA coaching and refresher training sessions.
  • Coordinate with Operations Team Leaders to discuss error trends and performances of Agents.
  • Ensure quality results are documented and communicated to Management for appropriate action - Provides feedback to Assistant TL and OPS lead on coaching opportunities.
  • Utilizes escalation data to track and trend issues for management intervention and potential discussions within and other departments.
  • Performs other related duties and assignments as required and assigned by immediate Assistant TL and Ops Lead.

Qualifications:

  • At least Bachelor’s degree holder of any course
  • Knowledge of customer service practices
  • At least 1 year of previous experience in Customer Service role (Voice or Non-Voice)
  • Experience in conducting research and analytics, supported by strong computer proficiency skills
  • Experience in mediation and conflict resolution techniques
  • With at least C rating in EFSET Testing
  • Experience in conducting research and analytics, supported by strong computer proficiency skills
  • Experience in mediation and conflict resolution techniques
  • With basic knowledge in Microsoft Excel formulas and MS Powerpoint
Seniority level
  • Seniority level Entry level
Employment type
  • Employment type Contract
Job function
  • Job function Analyst, Customer Service, and Other
  • Industries Human Resources Services

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