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Quality Assurance Analyst

3 weeks ago

San Fernando, Central Luzon, Philippines TWFS Full time

Responsibilities:

  • High performance delivery on all quality parameters.
  • Audit calls/chats/email interactions on product/process, Communication and soft skills parameters.
  • Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
  • Data analysis and creation of designated reports/presentations.
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach.
  • Communicate to heighten awareness and focus on importance of positive customer experience.
  • Make recommendations and drive improvement.
  • Reduce the learning curve and help enhance the product/process knowledge of new team members.
  • Ensure that internal policies, procedures, and compliance regulations are being followed.
  • Customer/Client Interactions.
  • Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
  • Prepare TNA, publish and execute for 100% closure.
  • Real Time Support (Production/Live Support) on the floor as per the business requirement.

Qualifications:

  • At least 1 year Quality Analyst Experience in a Call Center Setting
  • Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint
  • Quality Evaluator Skills: Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.
  • Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with Bokun onshore team and external customers who are business professionals. Able to present findings, data and recommendations to internal and Bokun stakeholders.

Job Types: Full-time, Permanent

Pay: Up to Php35,000.00 per month

Benefits:

  • Additional leave
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • Are you amenable to report to work onsite at Two West Aeropark Global Gateway Clark Clark Freeport Zone Pampanga?
  • Are you amenable to a shifting schedule?

Experience:

  • QA in a BPO: 1 year (Required)

Work Location: In person