Quality Analyst

2 weeks ago


Manila, National Capital Region, Philippines Private Advertiser Full time

QUALITY ANALYST

The ideal candidate should possess:

  1. Strong process knowledge of SD with minimum 2 years of experience
  2. Minimum 2 years of experience as Quality Analyst
  3. Good communication skills
  4. Proficiency in Excel and presentation software
  5. English B2 level
  6. Appropriate required language at B2 level or higher

Competencies:

  1. Process Knowledge
  2. Communication skills
  3. MS Office knowledge
  4. Presentation skills
  5. Interpersonal Skills
  6. Excel Knowledge

Roles and Responsibilities:

  1. Conduct daily audits followed by coaching and feedback
  2. Perform daily analysis followed by coaching and feedback
  3. Publish dashboard and trend of audit/analysis weekly/monthly
  4. Track progress of agents
  5. Develop briefings based on common findings from audits/analysis fortnightly
  6. Propose process-level improvements and ensure closure
  7. Conduct weekly/monthly technical audit and CSAT review calls
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