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Senior Quality Control Analyst

1 week ago

Manila, National Capital Region, Philippines CEF SOLUTIONS PHILIPPINES INC. Full time

Job Overview

Cef Solutions Philippines Inc. is a pioneering consulting services and business process outsourcing company focused on delivering innovative solutions in BPO Operations, Operations Management, Process Engineering, and Cost Optimization.

We're expanding rapidly, servicing multinational companies worldwide, while maintaining our commitment to exceptional client experiences.

The Position:

We're searching for a detail-oriented Quality Assurance (QA) Analyst to assess recorded voice calls and ensure they meet our company and client standards. This role requires evaluating agent performance, identifying areas for improvement, and providing actionable insights to enhance the overall customer experience.

Duties and Responsibilities:

  • Evaluate recorded voice calls against predefined quality standards to guarantee compliance.
  • Score calls accurately and provide constructive feedback to improve agent performance.
  • Identify trends and areas for improvement to maintain exceptional service quality.
  • Collaborate with operations and training teams to address performance gaps and enhance expertise.
  • Ensure adherence to company, client, and regulatory guidelines.
  • Generate and maintain QA reports highlighting key findings and recommendations.
  • Participate in calibration sessions to synchronize scoring and feedback across teams.
  • Support initiatives to enhance call quality and customer satisfaction.

Essential Qualifications:

  • At least 2 years of experience as a QA Analyst in a BPO setting, specifically in call monitoring.
  • Excellent analytical and listening skills with attention to detail.
  • Familiarity with QA tools, scoring methodologies, and customer service metrics.
  • Strong communication skills for providing clear and constructive feedback.
  • Ability to work independently and adapt to changes in processes or requirements.
  • Proficiency in MS Office and relevant QA software.