Quality Analyst

4 days ago

Mandaluyong City, National Capital Region, Philippines ibex Full time $70,000 - $120,000 per year

The
Quality Analyst
assesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.

Responsibilities

  • Monitoring of Calls – 15-30 calls per day
  • Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
  • Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
  • Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
  • Identify and report any required training issues to department management and trainers.
  • Take an active part in the evolution of the attribute document
  • Identify changes that need to be made to our evaluation tool
  • Create and update standards as appropriate
  • Create scripting and resources for agents when requested or needed
  • Provide in-depth comments on evaluations for manager coaching
  • Train new members that join our team
  • Follow up with issues identified to ensure they are resolved
  • Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
  • Team Accountability (QA and CSi Performance) – weekly progress report with action items
  • Attend and actively participate in weekly calibration and facilitation on a rotational basis
  • QA Orientation for New Hires – as needed
  • QA Orientation for Cross Skilling of agents – as needed
  • Facilitation of Mock Calls and Certification – as needed
  • Perform other duties and special projects as assigned.

Qualifications

  • Minimum 1 year previous experience as a Quality Analyst (for External)
  • Minimum 1 year previous Call Center experience (for Internal)

Knowledge

  • Intermediate knowledge in MS Office especially MS Excel
  • Previous front-line experience and successful completion of program specific training on the program being supported is required.

Skills

  • Strong interpersonal communication skills
  • Effective oral and written communication skills
  • Team-oriented and Self-motivated
  • Performance-oriented and Results – Oriented
  • Exception performance History in the area of Quality Performance and CSi

Abilities

  • Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
  • Ability to respond positively to changing environment
  • Ability to exhibit professionalism/credibility in his/her facilitation skills
  • Demonstrated ability to work with and lead a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)

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