Quality Assurance Analyst
Salary: ₱40,000 per month
Job Responsibilities:
Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops lead
and the QA teamPerforms real time and/or historical audits and evaluation to campaigns.
Uses quality monitoring data management system to compile and track performance at team and individual levels
Participates and initiates calibration sessions.
Conduct first to second level analysis on quality defect trends and error
Prepares additional Reports including meeting minutes and calibration report
Using Information and Analysis for Quality Improvement
Participate in Team Meetings and Process Reviews, providing feedback on quality issues
Conduct teach-back sessions, QA coaching and refresher training sessions.
Coordinate with Operations Team Leaders to discuss error trends and performances of Agents.
Ensure quality results are documented and communicated to Management for appropriate action - Provides
feedback to Assistant TL and OPS lead on coaching opportunities.Utilizes escalation data to track and trend issues for management intervention and potential discussions
within and other departments.Performs other related duties and assignments as required and assigned by immediate Assistant TL and
Ops Lead.
Job Qualifications:
At least Bachelor’s degree holder of any course
Knowledge of customer service practices
At least 1 year of previous experience in Customer Service role (Voice or Non-Voice)
Experience in conducting research and analytics, supported by strong computer proficiency skills
Experience in mediation and conflict resolution techniques
With at least C rating in EFSET Testing
Experience in conducting research and analytics, supported by strong computer proficiency skills
Experience in mediation and conflict resolution techniques
With basic knowledge in Microsoft Excel formulas and MS Powerpoint