Quality Analyst

1 day ago

Quezon City, National Capital Region, Philippines IBEX Global Full time ₱400,000 - ₱600,000 per year


Overview

-



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 

  • Quality Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines IFIVE INC. Full time ₱1 - ₱2 per year

    HighlightsCompetitive compensation and benefits packagesContinuous professional development and learning opportunitiesRegular engagement activities and eventsQUALITY ANALYSTWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferentROLE OVERVIEWWe are looking for a Quality Analyst to...

  • Quality Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱300,000 - ₱600,000 per year

    Position: Quality Analyst / Customer Experience AnalystOverview: The Customer Experience Analyst monitors transactions (calls, emails, chat, back-office work) to ensure quality and excellent customer experience. Key responsibilities include:Transaction Monitoring: Auditing CSR transactions against quality requirements and meeting monitoring goals.Reporting:...

  • Quality Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱400,000 - ₱600,000 per year

    At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...

  • Quality Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time ₱800,000 - ₱1,200,000 per year

    Quality AnalystJob DescriptionDuties and Responsibilities:Responsible for reporting any/all behavior that does/do not conform to the quality standards set by the account management and client.Designs and implements reports to establish patterns and trends of quality issues as they may arise.Collates and analyzes data for respective LOBs.Analyzes customer...

  • Quality Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines ibex Full time ₱250,000 - ₱500,000 per year

    ResponsibilitiesMonitoring of Calls – 15-30 calls per dayDaily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunitiesInput data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center...

  • Data Quality Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines RELX Full time ₱300,000 - ₱450,000 per year

    Job SummaryThe Data Quality Analyst role is a critical function in any Client Relationship Management (CRM) system. Bringing all of an organization's contacts into a central repository will shine a spotlight on duplicate and incomplete data. The task of cleaning up the data, merging duplicate contacts, eliminating duplicate data, and resolving discrepancies,...

  • Quality Analyst

    1 day ago

    Quezon City, National Capital Region, Philippines ibex Full time ₱900,000 - ₱1,200,000 per year

    The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service,...

  • Quality Assurance Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per year

    Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency.The focus of this role is to help improve the overall quality...

  • Quality Assurance Analyst

    1 day ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱200,000 - ₱250,000 per year

    Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall...

  • Quality Assurance Analyst

    1 day ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱300,000 - ₱600,000 per year

    At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...