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Quality Assurance Analyst (For Pooling)

2 to 4 Years

With Business Certificates
Established in 2002
1001-5000 Employees
JY Square IT Center 1 & 3 Salinas Drive, Lahug, Cebu City, Cebu
Total vacancies for this job title: 5
Posted On: June 5, 2021
Job ID: 381972

Details

QUALITY ASSURANCE ANALYST (FOR POOLING)
 
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 in a Telco Account preferred
  • 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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