Sr. Associate Quality Analyst-AU-Day Shift Account

1 week ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱399,600 per year

Responsibilities

  • Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and provide accurate, timely feedback to the operations floor.
  • Coordinate and facilitate call calibration and training sessions for call center staff.
  • Publish quality trends, feedback, and improvement/enhancement reports to the Verisk team.
  • Conduct quality monitoring and coaching sessions to support performance improvement.
  • Interact with clients in a tactful and courteous manner.
  • Generate quality reports and dashboards, including Training Needs Identification (TNI), Pareto analysis, and others.
  • Drive process improvement initiatives and ensure adherence to established processes.
  • Contribute to the development of both short-term and long-term goals for the process.
  • Ensure consistent achievement of quality and Customer Satisfaction (CSAT) targets.
  • Promote first call resolution and lead quality initiatives within the program.

Skillset

  • Strong oral, written, and interpersonal communication skills.
  • Excellent listening and analytical abilities.
  • Proficient in Microsoft Office applications (intermediate level).
  • Detail-oriented with a high level of accuracy in work

Requirements

  • Minimum Experience: At least 1 year of experience as a Quality Analyst (QA) in both inbound and outbound projects.
  • Educational Background: Preferably holds a Bachelor's/College Degree in any field.
  • Background in Training and Quality for any Technical Account.
  • Experience handling Solar Accounts is a strong advantage.

Job Type: Full-time

Pay: Php30, Php33,500.00 per month

Benefits:

  • Paid training

Work Location: On the road

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