Quality Analyst

4 weeks ago

Manila, National Capital Region, Philippines CEF Solutions Inc. Full time

On-site - Manila 1-3 Yrs Exp Diploma Full-time

Job DescriptionDescription

About us:
CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients in the Customer Service industry have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: https://CEF.inc
Job Summary: We are looking for a detail-oriented Quality Assurance (QA) Analyst to evaluate recorded voice calls and ensure adherence to company and client standards. The QA Analyst will assess agent performance, identify areas for improvement, and provide insights to enhance the overall customer experience.

Key Responsibilities:

  1. Review and evaluate recorded voice calls based on predefined quality standards.
  2. Score calls accurately and provide constructive feedback to enhance agent performance.
  3. Identify trends and areas for improvement to maintain service excellence.
  4. Collaborate with operations and training teams to address performance gaps.
  5. Ensure compliance with company, client, and regulatory guidelines.
  6. Generate and maintain QA reports, highlighting key findings and recommendations.
  7. Participate in calibration sessions to align scoring and feedback across teams.
  8. Support initiatives to improve call quality and customer satisfaction.
Qualifications:
  1. At least 2 years of experience as a QA Analyst in a BPO setting, specifically in call monitoring.
  2. Strong analytical and listening skills with keen attention to detail.
  3. Familiarity with QA tools, scoring methodologies, and customer service metrics.
  4. Excellent communication skills for providing clear and constructive feedback.
  5. Ability to work independently and adapt to changes in processes or requirements.
  6. Proficiency in MS Office and other relevant QA software.
Work Setup:
  1. Work from home arrangement; subject to change upon prior notice.
  2. Must have a stable internet connection and a conducive workspace.
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