Sr. Associate Quality Analyst-Taguig City

3 weeks ago

Taguig, National Capital Region, Philippines Tech Mahindra Full time
Overview

Sr. Associate Quality Analyst – Taguig City

Responsibilities
  • Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy with on-time/immediate feedback to the floor.
  • Coordinates and facilitates call calibration/training sessions for call center staff.
  • Publishes quality trends, feedback and improvement/enhancement reports to the Verisk team.
  • Conduct quality monitoring and coaching.
  • Deal tactfully and courteously with clients.
  • Produce quality reports and dashboards such as TNI, Pareto, etc.
  • Drive process improvement and ensure process compliance.
  • Contribute to the development of the short and long-term goals of the process.
  • Ensure quality and CSAT targets are met at all times.
  • Drive first call resolution and quality initiatives in the program.
Skillset
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of knowledge in MS-Office.
  • Works accurately and with an eye for detail.
Requirements
  • Minimum 1 year experience as a QA in both inbound and outbound projects.
  • Preferred: Bachelor's/College Degree in any field.
  • Preferred: With Sales background.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Quality Assurance and Sales
Industries
  • Outsourcing and Offshoring Consulting

We are not including external postings or extraneous job listings in this refined description.


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