Quality Assurance Analyst

16 hours ago

Ortigas Metro Manila, Philippines Symbos Managed Services Inc Full time ₱900,000 - ₱1,200,000 per year

About the role

As a Quality Assurance Analyst at Symbos Managed Services Inc., you will play a crucial role in ensuring the delivery of excellent customer service across our start-up operations. In this full-time position based in Ortigas, Pasig City, Metro Manila, you will be responsible for monitoring and evaluating customer interactions to identify areas for improvement and drive continuous quality enhancement.

What you'll be doing

  1. Conducting regular call audits and providing feedback to call centre agents to improve their performance
  2. Analyzing customer feedback and data to identify trends and opportunities for process improvements
  3. Developing and implementing quality assurance strategies and metrics to measure and maintain high levels of customer satisfaction
  4. Collaborating with the management team to design and deliver targeted training programs for call centre agents
  5. Providing detailed reports and recommendations to support data-driven decision making
  6. Ensuring compliance with company policies, industry regulations, and best practices

What we're looking for

  1. Proven experience as a Quality Assurance Analyst or a similar role in a call centre or customer service environment
  2. Strong analytical and problem-solving skills with the ability to interpret data and identify areas for improvement
  3. Excellent communication and interpersonal skills, with the ability to provide constructive feedback to call centre agents
  4. Proficiency in relevant quality assurance tools and software
  5. A keen eye for detail and a commitment to continuously improving customer experience
  6. Familiarity with call centre operations, customer service best practices, and industry regulations

What we offer

At Symbos Managed Services Inc., we are committed to fostering a collaborative and supportive work environment that empowers our employees to thrive. In addition to competitive compensation, we offer DAYSHIFT & WEEKEND OFF schedule, Day 1 health insurance for you and your dependent/s, and opportunities for professional development as part of the PIONEER team. Our employee-centric approach ensures that your wellbeing and work-life balance are prioritised.

About us

Symbos Managed Services Inc. is a leading provider of innovative call centre and customer service solutions. With a strong focus on technology and a commitment to excellence, we partner with businesses across various industries to deliver exceptional customer experiences. Our dynamic and inclusive company culture attracts talented professionals who are passionate about driving success for our clients and their customers.

If you're ready to embark on a rewarding career as a Quality Assurance Analyst, we encourage you to apply now.

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