Quality Analyst

2 weeks ago

Manila, National Capital Region, Philippines Ibex Full time
Overview

The QA Analyst will be responsible for proactively identifying agent performance opportunities by evaluating customer interactions (calls, emails, chats, etc.) for compliance with project standards. This includes assessing adherence to standards, accuracy, customer experience, and contact handling efficiency, supporting at least one account within a portfolio.

Responsibilities
  • Use of Call Recording Systems (preferred)
  • Process improvement and analytical skills (preferred)
  • Experience in quality assessment (preferred)
  • Knowledge of adult learning techniques (preferred)
  • Understanding of inbound/outbound operations (desired)
  • Familiarity with feedback and coaching skills (desired)
  • Coaching experience
  • Knowledge of program strategy (strongly desired)
Qualifications
  • At least 6 months of tenure or regular employment status
  • Strong interpersonal and communication skills
  • Proven performance in quality assessment
  • Problem-solving and decision-making skills
  • Multitasking ability
  • Sense of urgency and responsibility
  • Customer-focused attitude
  • No current quality issues, performance escalations, or attendance problems
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