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QA Analyst

2 to 4 Years

Nations Info Corp

Established in 2005
51-200 Employees

JDN Square, P. Remedio Street, Banilad, Mandaue City, Cebu

Total vacancies for this job title : 1

Posted On: May 10, 2021

Job ID: 377358


Do you love processing agent-customer interactions? Do you have the skills to analyze calls and datasets? Be part of our growing team and help us achieve success!
Must have a minimum of 2 years QA experience in a sales oriented account with a passion to develop agents. Must have an analytical mind & comfortable with using spreadsheets. 
Company Overview
We are a fast-growing online provider of real estate and financial information and services to consumers, investors and professionals. Our goal is to present information which can help our customers make informed decisions to identify opportunities to improve their lives. We are continually looking to the future by innovating and bringing new data-driven consumer products to the marketplace in different verticals. To accomplish these goals, we've grown an extraordinarily talented team and have established various office locations. We strive to hire and partner with only the best players in the industry.
Our corporate culture is focused, friendly and keeps a keen eye on the details, going above and beyond to get the job done. We use courtesy, respect and fairness in all we do for our customers, employees, and business partners. We are big believers in rapid iteration and continuous process improvement
Our clients are in the USA. 
Awesome benefits we offer:
  • Competitive Salary
  • Night Differential 
  • Fixed weekend off
  • Paid vacation leave
  • Career pathing and advancement opportunities
  • Monthly performance incentives
  • Professional atmosphere in a motivating and fun call center environment
  • Convenient office location in Banilad
  • Constant coaching and feedback from your manager to ensure your success
  • Growth/advancement opportunities within the company
Nations Info Corp is looking for an experienced QA Analyst for our growing Cebu Call Center.
You will be working with the Analytics Manager to evaluate customers' experience as they interact with our sales representatives through outbound calls by comparing agent performance with the Company's standards.
Primary responsibilities include assessing the agent's demeanor, technical accuracy, sales performance, and conformity to the team's regulatory guidelines. Inorder to be successful in this job, the QA Analyst uses quality monitoring system to compile and track performance and provide actionable data and feedback to the agents.
  • Monitors calls to ensure agents interact with the customers in accordance with the company's set guidelines and to provide data trends to the site management team.
  • Participates in design of call monitoring formats and quality standards
  • Coordinates and facilitates call calibration sessions for the agents
  • Prepares and analyzes internal and external quality reports for management staff review
  • Provides feedback call center team leads and managers to improve performance and develop training programs
  • Provides actionable data to various internal support groups as needed
  • Tracks issues in the quality monitoring system and analyzes the results.
  • Collaborates with quality team members to identify and streamline processes and impl;ement process standards that enhance service delivery and the customer experience.
  • Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
  • 2-3 years call center experience in sales oriented account
  • Passionate about developing agents
  • Excellent verbal , written and, interpersonal communication skills
  • Must possess superior attention to detail and solid time management skills
  • Proficient with MS Office Suite
  • Exceptional listening and analytical skills
  • Comprehensive understanding of coaching and performance development
  • 40+ wpm typing skills
  • Six Sigma certification a plus

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