BPO QA Analyst

2 hours ago

Clark Freeport Zone, Philippines ERC Global Full time ₱15,000 - ₱30,000 per year

Job Summary

The QA Analyst is responsible for assessing the agent's performance and proficiency when handling inquiries from customers. These interactions can through various channels (Voice, Chat, E-mail and /or social media), conduct sessions with associates and provide feedback addressing performance, product knowledge and Inbound and outbound call productivity.

Job Responsibilities

  1. The QA Analyst is responsible for identifying trends and opportunities in their assigned rosters. This data needs to be consistently communicated to Operations to aid in coaching efforts to improve behaviors and performance

  2. The QA analyst will use the technologies made available to him/her to locate, assess, score and document the interactions he/she has evaluated. These technologies can vary from client to client and are independent of ERC's own voice AI tool for QA duties (Named MARS)

  3. QA Analyst will be held responsible for learning all system platforms provided by the client for quality monitoring sessions

  4. QAs must be prepared to assist operations with coaching and agent development on the different areas of opportunity that QA identifies in their evaluations

  5. QA Analyst will have a QA ratio of 45 to 50 reps; unless a specific ratio is indicated by the client, this ratio is considered as the standard

  6. QA Analyst should hold accountable to a daily, weekly, monthly evaluations quota. This quota may vary from client to client

  7. QA Analyst is responsible to send weekly trends based on the information gathered from their evaluation trackers

  8. Mandatory representation from QA will be required on all calibration's calls (both; internal and external sessions)

  9. To further develop their understanding of the clients' products, QA Analysts will be required to acquire 4 hours of ACD time a month. QA Analysts are required to log-in to improve service level when needed

  10. Other tasks, duties and responsibilities may be added as needed.

Qualifications:

  1. Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel and Power Point).

  2. Analytical thinking

  3. Demonstrated ability to help others

  4. Solid emotional intelligence

  5. Good Interpersonal & Intrapersonal skills

  6. Task and results oriented

  7. Deadline oriented

  8. Must feel comfortable using and learning new tools and technology

  9. Being able to adapt to unexpected and/or unplanned changes

  10. Works well under pressure.

  11. Good time management skills

Job Type: Full-time

Benefits:

  • Free parking
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Transportation service provided

Ability to commute/relocate:

  • Clark Freeport Zone: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Are you okay to work on night shift?

Education:

  • Senior High School (Required)

Experience:

  • Quality Assurance Analyst: 1 year (Required)

Language:

  • English (Required)

Work Location: In person

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