Quality Analyst

2 days ago

Quezon City, National Capital Region, Philippines Ibex Full time
Overview

The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.

Responsibilities
  • Ability to use Call Recording Systems preferred
  • Process Improvement knowledge/analytical skills preferred.
  • Previous quality assessment experience preferred
  • Knowledge of adult learning techniques, preferred
  • Understanding of Inbound/Outbound operations is desired.
  • Familiarity with fundamental feedback and coaching skills is desired.
  • Coaching experience
  • Prior knowledge of Program Strategy is strongly desired
Qualifications
  • Should have at least 6-months of tenure in the company or must be a regular employee.
  • Strong interpersonal communication skills
  • Effective oral and written communication skills
  • Exception performance History in the area of Quality Performance on previous
  • Problem solving abilities and independent decision making capabilities.
  • Multitasking skills
  • Has sense of urgency and responsibility
  • Highly customer focused
  • No quality issues
  • No performance escalation
  • No attendance issue

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