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Urgent Hiring: Quality Assurance Analyst / WFH Setup!
1 Year or Less
Open to Work From Home
With Business Certificates
Established in 2014
10/F, i1 Building, IT Park, Apas, Cebu City, Cebu
Posted On: September 13, 2021
Job ID: 388530
Executive Boutique Call Center is an affiliate of Select VoiceCom and is currently looking for an Quality Assurance Analyst! WFH Setup!
Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 12th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say "I work at Executive Boutique and think it's a great place to work!" The owners and managers at EB care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees.
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Executive Boutique today and join the growing EB family. You won't regret it!
Checkout our Facebook page https://www.facebook.com/EBCallCenter
JOIN US today and enjoy the following benefits:
Generous monthly bonus program
Medical / Dental coverage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB
Life insurance program
Vacation and family leave programs
Annual salary increase based on performance
Quarterly team outing
Free flowing coffee and hot chocolate
Free weekly in-house massage
Cozy sleeping lounge and canteen plus entertainment area
Great offices in IT park with outdoor private terrace overlooking Cebu City
The Quality Assurance Specialist will be responsible for monitoring and coaching a team of Lead Generation Agents that produce quality leads for the organization. The ideal candidate has good judgment in assessing quality standards, and can coach agents in a supportive manner.
Ensure quality standards are achieved and general guidelines are followed by individual agents
Review reject report daily and take all relevant actions to save leads, mitigate rejection issues, identify agent coaching opportunities, etc.
Identify specific coaching opportunities for agents under review through extensive review of unsuccessful call recordings
Encourage agent performance improvements through enthusiastic and consistent coaching at a call level (following the script, verifying lead details, gaining correct opt-in, etc)
Monitor new agent recordings at a high level to closely track adherence to best practices
Perform live call monitoring to identify real-time coaching opportunities
Compile coaching opportunity recording for agent coaching sessions
Desired Skills & Knowledge:
This position requires a driven, detailed individual who consistently communicates to the client, agents and the Campaign Manager
At least 2 years of experience in a BPO environment
Must possess a Bachelor's/College degree
Excellent verbal and written communication skills
Demonstrated the ability to coach other people
Demonstrated experience in training
Excellent time management skills
Analytical thinking and problem solving skills
Work Schedule: Night Shift
How to Apply
Interested candidates may send an updated copy of their resume to firstname.lastname@example.org.
We are only accepting online applications for now. Shortlisted candidates will receive a phone call between 10AM-7PM on weekdays within 7 working days.