Quality Analyst | Paranaque

Paranaque City, Metro Manila
Permanent
Full-time

14 days ago

OverviewThe QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.Responsibilities

Ability to use Call Recording Systems preferred
Process Improvement knowledge/analytical skills preferred.
Previous quality assessment experience preferred
Knowledge of adult learning techniques, preferred
Understanding of Inbound/Outbound operations is desired.
Familiarity with fundamental feedback and coaching skills is desired.
Coaching experience
Prior knowledge of Program Strategy is strongly desired

Qualifications

Should have at least 6-months of tenure in the company or must be a regular employee.
Strong interpersonal communication skills
Effective oral and written communication skills
Exception performance History in the area of Quality Performance on previous
Problem solving abilities and independent decision making capabilities.
Multitasking skills
Has sense of urgency and responsibility
Highly customer focused
No quality issues
No performance escalation
No attendance issue

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