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Quality Analyst

2 to 4 Years

With business certificates

Established in 2011
501-1000 Employees

6F eBloc 3 Geonzon St., IT Park, Apas, Cebu City, Cebu

Total vacancies for this job title : Over 10

Posted On: April 08, 2021

Job ID: 375185

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Details


QUALITY ANALYST
 
Responsibilities
• Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.
• Coordinates and facilitates call calibration/training sessions for call center staff.
• Publishes quality trends, feedback and improvement / enhancement reports to team.
• Conduct quality monitoring and coaching
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance.
• Contribute to the development of the short and long term goals of the process.
• Ensure quality and CSAT targets are met at all times.
• Drive first call resolution and quality initiatives in the program.
 
Skillset
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge in MS-Office. 
• Works accurately and with an eye for details.
 
Requirements
• Minimum 2 years experience as a QA in both inbound and outbound projects
• Preferred: Candidate must possess at least a Bachelor's/College Degree, any field

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