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ePerformax Contact Centers & BPO

Quality Assurance Analyst

ePerformax Contact Centers & BPO

With business certificates
Established in 2002 | 1001-5000 employees
3/F JY Square Mall, Salinas Drive, Lahug, Cebu City, Cebu
Total vacancies for this job title : 10
Posted on : May 19, 2020
Job ID : 361117

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Details

QUALITY ASSURANCE ANALYST
 
Responsibilities:
  • Evaluate a required number of interactions (phone, chat, and/or e-mail) per week for all agents
  • Accurately evaluate teammate behaviors using the company’s C.O.R.E. practice to successfully identify impacting strengths and opportunities
  • Consistently and accurately communicate client opportunities to stakeholders
  • Actively participate in weekly/bi-weekly calibration sessions
  • Conduct weekly feedback sessions to impart communication and behavioral gaps to ensure customer service representative’s continuous performance improvement
  • Render phone time to keep product knowledge, skills and behaviors up to date
Requirements:
  • 2-year undergraduate degree (communications arts and education majors preferred)
  • At least 1 year of experience as a call center/BPO Quality Assurance Analyst
  • Excellent Verbal and Written Communication Skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)


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