CX/QA Analyst

3 days ago

Quezon City, National Capital Region, Philippines Afni, Inc. Full time

Description
Position Purpose:
The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Essential Functions and Responsibilities:

  • Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
  • Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
  • Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)

Requirements

  • At least an average of 90 % attendance and passing scorecard (at least 3.0) for the past 3 months
  • No disciplinary actions and/or program-specific infraction for the past 3 months
  • At least 6 months tenure

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