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Quality Assurance Specialist

2 weeks ago

Taguig, National Capital Region, Philippines Tech Mahindra Full time

Job Title: BPO Quality Analyst

About the Role:

We are seeking a highly skilled and experienced BPO Quality Analyst to join our team at Tech Mahindra. As a key member of our quality assurance department, you will play a vital role in ensuring that our call center operations meet the highest standards of quality and excellence.

Responsibilities:

  1. Coordinate and facilitate call calibration/training sessions for call center staff to enhance their skills and knowledge.
  2. Conduct regular quality monitoring and coaching to identify areas for improvement and provide feedback to agents.
  3. Develop and maintain positive relationships with clients by providing exceptional customer service and addressing any concerns or issues in a timely and professional manner.
  4. Create high-quality reports and dashboards to track key performance indicators (KPIs) such as TNI, Pareto, and others.
  5. Drive process improvement initiatives to increase efficiency, reduce costs, and enhance overall customer satisfaction.
  6. Collaborate with cross-functional teams to develop short- and long-term goals for the process and ensure alignment with business objectives.
  7. Maintain and improve first call resolution rates and quality metrics to meet or exceed established targets.

Requirements:

  • Proven experience in a quality assurance role within a call center environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with both internal stakeholders and external clients.
  • Strong analytical and problem-solving skills, with the ability to collect and analyze data to identify trends and areas for improvement.
  • Able to create clear and concise reports and presentations to communicate insights and recommendations to senior leaders.