In Team Quality Analyst

2 days ago

Paranaque City, Calabarzon, Philippines IBEX Global Full time ₱250,000 - ₱500,000 per year


Overview

The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.



Responsibilities

Ability to use Call Recording Systems preferredProcess Improvement knowledge/analytical skills preferred.Previous quality assessment experience preferredKnowledge of adult learning techniques, preferredUnderstanding of Inbound/Outbound operations is desired.Familiarity with fundamental feedback and coaching skills is desired.Coaching experiencePrior knowledge of Program Strategy is strongly desired

Qualifications

Should have at least 6-months of tenure in the company or must be a regular employee. Strong interpersonal communication skillsEffective oral and written communication skillsException performance History in the area of Quality Performance on previousProblem solving abilities and independent decision making capabilities. Multitasking skills Has sense of urgency and responsibility Highly customer focused No quality issuesNo performance escalation No attendance issue

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