Quality Analyst

1 day ago

Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time ₱800,000 - ₱1,200,000 per year

Quality Analyst

Job Description

Duties and Responsibilities:

  • Responsible for reporting any/all behavior that does/do not conform to the quality standards set by the account management and client.
  • Designs and implements reports to establish patterns and trends of quality issues as they may arise.
  • Collates and analyzes data for respective LOBs.
  • Analyzes customer commentary and provides inputs to close identified gaps.
  • Provides Commentary Analysis for site by process.
  • Provides Ad hoc analysis requirements as needed.
  • Provides Database analysis.
  • Provides quantifiable data to all quality judgments that are made.
  • Participates and conducts calibrations /team huddles as and when required along with Team Leader/ Manager – Customer Experience.
  • Provides updated, accurate and timely reports as required to the Manager.

Qualifications:

  • College graduate of a 4-year course, preferably with a degree in management, marketing or psychology with 1-2 years call center experience.
  • Strong problem solving and analytical skills for driving results at all levels.

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