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Quality Analyst

3 weeks ago

Quezon City, National Capital Region, Philippines IBEX Global Full time


Overview

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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