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Customer Experience Improvement Manager
1 week ago
The role of Quality Analyst plays a vital part in our commitment to creating positive experiences for customers. As a Quality Analyst, you'll be responsible for monitoring and evaluating transactions for exceptional customer service and technical resolution.
Key Responsibilities- Deliver required number of QA monitors on a timely manner;
- Generate and trend weekly/monthly QE related reports;
- Perform side-by-side sessions and provide real-time feedback;
- Participate in team meetings/huddles to share Quality and behavioral tagging trends;
- Participate in QA Calibration and maintain 2.5% variance or lower;
- Work closely with the line leadership;
- Develop and deliver action plans to TLs and Account Associates;
- Skilled in pinpointing root cause/s for performance variance;
- Keep abreast of operational changes;
- Uphold the ability to lead by successfully implementing new process;
- Uphold corporate values and expected behavior;
- Willing to support call volume when needed;
- Adhere to the schedule set by the QA SDL / QA Supervisor;
- Responsible for identifying and collecting best practices and share them with all QA;
- Has at least 1 year experience as a quality analyst in BPO HealthCare programs;
- Has BPO experience;
- Candidate must possess at least a Bachelor's/College Degree in any field;
- Must be amenable to report onsite in Davao;
- Salary Package: Lucrative offer plus pay for performance;
- Comprehensive Benefits: Full health insurance package including medical, dental, and vision coverage as early as Day 1;
- Comprehensive Training: Paid training to ensure you are fully prepared for success;
- Career Growth: Opportunities for career advancement and professional development within a leading healthcare provider pioneering in Davao;
- Inclusive Culture: We are an Equal Opportunity Employer, fostering diversity where all individuals are valued and respected;
