Sr. Associate Quality Analyst

1 day ago

Quezon Central Luzon, Philippines Tech Mahindra Full time $40,000 - $80,000 per year

Responsibilities

 Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with

on-time/immediate feedback to the floor.

 Coordinates and facilitates call calibration/training sessions for call center staff.

 Publishes quality trends, feedback and improvement / enhancement reports to Verisk team.

 Conduct quality monitoring and coaching

 Deal tactfully and courteously with clients

 Produce Quality reports and dashboards such as TNI, Pareto etc.

 Drive process improvement and ensure process compliance.

 Contribute to the development of the short and long term goals of the process.

 Ensure quality and CSAT targets are met at all times.

 Drive first call resolution and quality initiatives in the program.

Skillset

 Excellent oral, written and interpersonal communication skills.

 Exceptional listening and analytical skills.

 Intermediate level of knowledge in MS-Office.

 Works accurately and with an eye for details.

Requirements

 Minimum 1 year experience as a QA in both inbound and outbound projects

 Preferred: Candidate must possess at least a Bachelor's/College Degree, any field

 Preferred: With Sales Background

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