Quality and Process Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Job Description

POSITION DESCRIPTION

Quality Analyst

Ortigas Site, Pasig City, Philippines

Reporting to: QA Supervisor or Sr. Quality Analyst

We’re an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Quality Analyst, your role is vital in the continuous growth and development of your designated staff and ensuring that all QA requirements for your assigned campaigns are met and exceeded.

A SNAPSHOT OF YOUR ROLE

You shall ensure that the agents are providing the best experience available to their customers and are compliant to the quality standards through transaction monitoring, coaching sessions, and training. You’re the eyes and ears of the management team as you get to monitor agent transactions every day.

You are an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. You’ll be able to assess how transactions are handled and identify the areas that need improvement.

You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc. The support you provide is important in ensuring consistency in performance and continuous development of the agents and the program.

As Quality Analyst you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

Ultimately, You Shall Ensure That All Agent-customer Interactions Result To Positive Experience And Are Performed In Accordance With Pre-determined Compliance Guidelines, Through, But Not Limited To

• Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
• Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
• Provide accurate and impartial judgement on all transaction evaluations.
• Regular coaching sessions with agents to reinforce good behavior and reform opportunities
• Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
• Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
• Attending administrative hearings and deliberations resulting from the critical error callouts.
• Facilitating QA rollouts and guidelines orientations for new-hires and certifying agents prior to official endorsement to Operations.
• Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
• Attending and facilitating calibration sessions and sending relevant minutes and variance reports after each session.
• Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
• Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
• Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
• Taking proper action on disputes filed against transaction evaluations.Participating in internal and external client meetings and performance reviews.
• Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
• Reviewing and submitting exceptional calls to be pooled for the good call library.
• Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
• Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back-office services.

a Bit About You

• Bachelor’s/College degree holder in any field or the equivalent.
• With at least two years’ experience in the BPO industry.
• With at least a year experience in quality a