Quality Assurance Analyst

2 weeks ago

Makati City, National Capital Region, Philippines Peak Outsourcing, Inc. Full time

The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. This role aims to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience and overall quality of the operators' interactions with the visitors. The QA Analyst also plays a key role in minimizing company exposure by reducing business risk through continuous improvement of business processes and adherence to corporate policies and procedures.

Role and Responsibilities:

  • Monitor and evaluate voice/non-voice transactions.
  • Perform live or remote monitoring.
  • Provide quality performance feedback to the operators and their immediate superiors.
  • Roll out quality-related updates to operations.
  • Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
  • Participate in calibration sessions to review performance and consistency of scoring.
  • Create and implement quality guidelines for standardization.
  • Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members.
  • Conduct quality root cause analysis.
  • Coordinate with other departments for process implementations/improvements.
  • Provide tracking and reporting of Quality Assurance metrics.
  • Prepare and create reports for performance analysis.

Preferred Skills:

  • Excellent oral, written, and interpersonal communication skills.
  • Experience persuading the audience and front-line employees to support new initiatives.
  • Exceptional listening skills.
  • Problem-solving skills.
  • Excellent ability to identify and analyze data for trends.

Qualifications:

  • At least 1 year of experience as Quality Assurance in BPO industry in a voice account is preferred
  • Candidate with 2 years of CSR(Voice) experience are also welcome to apply
  • Willing to work onsite in Paseo, Makati

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