BPO QUALITY ANALYST

Job Title: Quality Analyst

• Company: Valor Global

• Location: Southwoods, Binan, Laguna

• Position Type: Full-time

• Overview:

As a Quality Analyst at Valor Global, you will play a pivotal role in ensuring the delivery of exceptional customer service through meticulous quality assessments and feedback mechanisms. You will be responsible for evaluating the performance of customer service representatives, identifying areas of improvement, and implementing strategies to enhance overall service quality. The ideal candidate will possess a keen eye for detail, strong analytical skills, and a passion for driving continuous improvement in service delivery.

• Key Responsibilities:

Quality Monitoring: Conduct regular evaluations of customer interactions, including phone calls, emails, and chat conversations, to assess adherence to quality standards and compliance with company policies and procedures.

• Performance Analysis: Analyze performance metrics and quality assurance data to identify trends, patterns, and areas for improvement. Provide insightful recommendations to enhance the efficiency and effectiveness of customer service operations.

Feedback and Coaching: Provide constructive feedback and coaching to customer service representatives based on evaluation results. Offer guidance and support to help team members develop their skills and improve their performance.

Quality Assurance Processes: Develop and implement quality assurance processes and procedures to ensure consistency and reliability in service delivery. Continuously monitor and refine these processes to adapt to changing business needs and industry trends.Documentation and Reporting: Maintain accurate records of quality assessment results, feedback provided, and action plans implemented. Generate comprehensive reports and presentations to communicate key findings, trends, and recommendations to management and stakeholders.

• Training and Development: Assist in the design and delivery of training programs related to customer service quality and performance improvement. Collaborate with training teams to ensure alignment between training content and quality standards.

Cross-functional Collaboration: Work closely with other departments, such as operations, training, and technology, to identify opportunities for process optimization and synergy. Collaborate on initiatives aimed at enhancing overall customer satisfaction and loyalty.

• Qualifications:

Bachelor's degree in a relevant field (e.g., Business Administration, Communication, Quality Management) preferred.

• Proven experience in a quality assurance or quality analyst role within the BPO industry, preferably in a customer service environment.

Strong understanding of quality assurance principles, methodologies, and best practices.

• Excellent analytical skills with the ability to interpret data, identify trends, and generate actionable insights.

Exceptional attention to detail and accuracy in evaluating performance and adherence to standards.

• Excellent communication skills, both verbal and written, with the ability to provide clear and constructive feedback.

Proficiency in using quality monitoring tools and software applications.

• Ability to work effectively both independently and as part of a team in a fast-paced, dynamic environment.

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift

Evening shift

• Late shift

Monday to Friday

• Night shift

Supplemental pay types:

• 13th month salary

Ability to commute/relocate:

• Bian City, Laguna: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

* bpo quality analyst: 1 year (Required)