NOC Quality Assurance Analyst

4 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time
Quality Assurance Analyst (QA) Job Description

The Quality Assurance Analyst (QA) is responsible for assessing the performance quality of our NOC associates who interact with our existing and potential customers. The QA will monitor inbound and outbound calls, cases, dispatches, and email responses to evaluate associate demeanor, technical accuracy, customer service performance, and compliance with company policies and procedures. This individual will also assist in developing, creating, and implementing NOC quality processes and procedures, as well as recommending enhancements to training materials to improve the overall customer experience at SageNet.

Key Responsibilities
  1. Perform quality reviews and audits of cases, dispatches, and calls within the NOC.
  2. Participate in designing call monitoring formats and establishing quality standards.
  3. Provide trend data to management based on audits and quality monitoring.
  4. Conduct work studies with associates to identify process gaps.
  5. Assist with user acceptance testing (UAT) for new tools and processes.
  6. Track performance metrics at both team and individual levels within the NOC.
  7. Monitor NOC email responses for quality.
  8. Participate in customer and client listening programs to identify needs and expectations.
  9. Provide actionable data to internal support groups as needed.
  10. Coordinate and facilitate call calibration sessions for NOC staff.
  11. Offer feedback to NOC supervisors and managers.
  12. Prepare and analyze internal and external quality reports for management review.
  13. Set up tests to identify and correct program errors.
  14. Develop procedural documentation for internal use.
  15. Maintain records of design changes, fixes, and maintenance issues.
Qualifications
  • Minimum of 2 years of experience in a NOC environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to customer care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer satisfaction.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to interact effectively at all organizational levels.
  • Ability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptability to change and ability to adjust priorities.
  • Proficiency in MS Office and database software.
  • QA experience is a plus.
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