Quality Analyst

2 days ago


Davao City Davao del Sur Philippines Op360 Full time ₱150,000 - ₱250,000 per year

RESPONSIBILITIES:Ø  Responsiblefor responding to customer inquiries and complaints regarding company records,billings, contract renewals, and supply returns. Ø  Answersand initiates a variety of real -time inbound and outbound voice -basedcommunications in English or other languages to support customercare.  Ø  Responsiblefor activities involving quality assurance and compliance with applicableregulatory requirements.Ø  Monitorcustomer service interactions as well as representative adherence to policy /practice as input for training purposes.   Ø  Directsand/or manages all activities associated with Call Center operations.  Ø  Conductsaudits and reviews/analyzes data and documentationØ  Usesthe organization's resources to enhance customer satisfactionØ  Evaluatesimprovements to various systemsØ  Ensuresthat data and information are sufficiently accurate and reliableØ  Participatesin design of call monitoring formats and quality standardsØ  Performscall monitoring and provides trend data to site management team.Ø  Usesquality monitoring data management system to compile and track performance atteam  and individual level.Ø  Monitorsemail customer contacts.Ø  Participatesin customer and client listening programs to identify customer needs andexpectations.Ø  Providesactionable data to various internal support groups as needed.Ø  Coordinatesand facilitates call calibration sessions for call center staff.Ø  Providesfeedback to call center team leaders and managers.Ø  Preparesand analyzes internal and external quality reports for management staff review.Ø  Allother duties as assigned.  Requirements Ø  Shouldhave finished at least 2 years in college or equivalent. Ø  Shouldhave at least 1 -2 years of solid experience as a Quality Analyst  in a BPOSettingØ  GoodWritten and Oral English communications skillsØ  Results -orientedand patient at workØ  Willingto work extended shifts, holidays and weekendsØ  ExcellentInterpersonal SkillsØ  ATeam -playerØ  Amendablefor a work in -center set -up



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