Senior Quality Analyst

1 week ago

Manila, National Capital Region, Philippines TRANSCOSMOS ASIA PHILIPPINES, INC. Full time

Role Profile:

  • College Degree of any course.
  • Has background in Voice and Non-Voice Services (knowledge on all lines of businesses is a plus).
  • With at least 2 year experience in quality analyst division.
  • Excellent oral and written communication skills at all levels of the organization with minimal supervision.
  • Knowledge in Microsoft Office applications including Excel, PowerPoint and Word.
  • Team Player.
  • Ability to impose Self-Direction.
  • Can Work under minimal supervision.
  • Knows how to conduct basic Root Cause Analysis.
  • Good Presentation skills.
  • Amenable to work in McKinley Hill Cyberpark, Taguig City.
  • Amenable to work on a shifting schedule, weekends and holidays.

Role Responsibilities:

  • Monitors Agent's performance daily by recording, listening to, and evaluating calls based on client's goals and expectations.
  • Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
  • Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
  • Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
  • Captures a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may indicate a need for action.
  • Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
  • Attends and leads calibration sessions (internal and external) to ensure consistency in scoring evaluations.
  • Reports complaints, challenges, obstacles or questions to appropriate departments.
  • Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
  • Creates and sends daily, weekly and monthly quality performance reports.
  • Performs other duties as assigned.
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