Call Quality Analyst
ExpertiseLocal
- Philippines
- Permanent
- Full-time
Location: Philippines - Remote / Work from Home (Night Shift)About the RoleOur ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.Objectives
- Interpret, build upon, and comply with the company’s quality assurance standards.
- Document quality assurance activities with internal reporting and audits.
- Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers, and the internal team members, ensuring compliance with quality standards, guidelines, and procedures.
- Maintain audit, coaching, and performance logs.
- Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors.
- Play a part in developing and supporting documentation for training and operations.
- Contribute to call calibration sessions.
- Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies.
- Provide training to team members and conduct coaching sessions whenever deemed necessary.
- Identify issues, analyze performance, and communicate trends to the QA Manager.
- Serve as an intermediary for escalations between agents and consumers.
- Perform other responsibilities as assigned by the QA Manager.
- Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience.
- A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection.
- With data research skills.
- Knowledge of data analysis.
- Excellent analytical and problem-solving abilities and meticulousness.
- Highly developed attention to detail.
- Outstanding communication skills in both writing and speaking.
- Capability to submit high-quality deliverables accurately and within the agreed timeline.
- Proven track record of consistently meeting and exceeding set goals.
- Ability to work both as part of a team and independently with minimal supervision.
- Ability to understand and speak the Spanish language is a plus.
- Experience in a training and coaching environment is an advantage.
- Strong computer skills and knowledge of Google Workspace, Microsoft, and Salesforce.