Quality Assurance Analyst

2 weeks ago

Cagayan de Oro, Northern Mindanao, Philippines Ubiquity Full time

Quality Assurance Specialist (QA) is responsible for assessing the quality of the performance of our

call center associates who deal with our existing and potential customers. The QA will monitor inbound

and outbound call and potential emails or chat responses (as needs rise within the company) to assess

associates demeanor, technical accuracy, customer service performance, and conformity to company

policies and procedures. This individual will assist in developing, creating and implementing call center

quality processes and procedures; as well as making recommendation for enhancements to training

materials as needed to enhance the overall customer's experience. This individual will also work closely

with training and operations to provide support when needed.

Specific Tasks:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the site management team.
  • Uses a quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of call, chat and email responses, depending on program needs.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.
  • Provides feedback to call center team leaders and managers.
  • Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.
  • Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.
  • Perform other duties as assigned.

Knowledge, Skill Set & Qualifications Required

  • 2-3 years Call Center Experience
  • 1-2 years Quality Analyst Experience a plus
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Creative ability & writing proficiency;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  • Must be amenable to work onsite in Cagayan De Oro

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