Quality Assurance Analyst

Position Quality Assurance Analyst

• Company Confidential

Location Cebu City

• Job Type

PermanentWork Mode Onsite (Mon - Fri)

• Job Description

• Overview of Position

Monitors Customer Service Representatives (CSRs) and Tier 2 team (CSA/CX) performance daily by recording, reviewing, and evaluating voice, email, chat and social contacts in accordance with the company and client partner metrics.

• Essential Functions

Coaches CSRs/Tier 2 on quality of service to ensure proper procedures are being followed

• Completes Quality Assurance and Coaching session reports on a weekly basis

Attends and participates in meetings with supervisors and managers to review monitoring lists

• Attends and participates in client and internal calibration meetings

Researches escalated issues thoroughly and co-delivers coaching opportunities to CSRs with Team Leaders and Operation Managers

• Reports scripting problems or questions from callers to appropriate departments

Distributes client and company related correspondence to all CSRs/Tier 2 team members

• Performs other duties as assigned

• Critical Skills

Strong verbal and written communication skills, including spelling and grammar

• Excellent organization and time management skills

Ability to make fair and consistent judgments and decisions

• Ability to multi-task under high-pressure situations

Ability to solve problems and offer suggestions in a positive developmental manner

• Intermediate knowledge of MS Excel, MS Word and MS Office required

Ability to listen attentively and to use caller information to analyze and score CSRs/Tier 2 team member's calls. Ability to work a variety of shifts including days, afternoons, evenings, and holidays

• Ability to perform basic mathematical functions to ensure scoring accuracy

Ability to type 30 wpm minimum with accuracy

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

• Educational/Work Experience Requirements

High school diploma or equivalent required

• 1 year front-line call center experience preferred

1-2 years of quality assurance experience preferred

Job Type: Full-time

Schedule:

• Evening shift

Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

QA: 1 year (Preferred)