QA | Can start ASAP | WITH TELCO BACKGROUND NEEDED

2 days ago

Shaw Boulevard, Philippines Fusion CX Full time ₱400,000 - ₱600,000 per year

JOB SUMMARY:

The Quality Analyst reviews incidents, email and telephone customer interactions against established client standards and account requirements. He/she is required to analyze outputs, detect non-conformity issues and recommend programs to improve and sustain quality performance. He/She also guides, instruct and motivate Dedicated Representatives to maximize agent potential.

JOB DUTIES & RESPONSIBILITIES:

These tasks are subject to change depending on the nature of service of the division/department or business direction.

● Evaluate the quality of written and oral communications of sales team

● Evaluate the correctness of actions performed by agents - calls, messengers

● Analyze strong and weak points of sales agents to make recommendations for improving quality of service provided by the sales agent

● Providing feedback to audited agents/sales regarding their chats/calls, providing recommendations for improvement

● Providing feedback to Team Lead of audited agents/sales, and recommendations for improvement

● Provide reports to management team on QA for dedicated team

Others

Performs related duties and responsibilities as may be assigned and requested by immediate superior.

Skills and Qualifications.

● Сollege graduate

● Experience as a QA Agent 6 month - 1 year

● Native speaker

● Possess active listening skills and critical thinking.

● Has the ability to negotiate and make objective decisions.

● Has the ability to convey effective, clear communication both verbally and in writing, able to present information.

● Proactive stance on addressing current and possible cases.

● Able to see patterns in mistake frequency and able to act accordingly by promoting refresh sessions and other EDU/Assessment material.

● Able to review best practices in the industry and share feedback based on them.

● Having exemplary work and business ethic and discipline.

● Able to work independently and make decisions based on experience and expertise.

● With TELCO experiences

Job Type: Full-time

Work Location: In person

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