We are searching for a quality assurance analyst to join our team who will be responsible for reinforcing positive agent behaviors and "best in class" execution of quality assurance call reviews in line with our corporate objectives.
DO NOT APPLY IF REQUIREMENTS ARE NOT MET.
QA shall ensure that all agent-customer interactions result in a positive experience and are performed in accordance with pre-determined compliance guidelines, through, but not limited to:
- Performs call monitoring, reports critical errors and provides actionable insights and feedback to the Operations, Training, CEO and HR
- Participates in the design of call/email monitoring formats, quality standards and process improvements
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Conducts accurate and impartial judgement on all transaction evaluations and meets the required number of evaluations on a daily, weekly, and/or monthly basis.
- Facilitate call calibration/coaching sessions with the agent to ensure that agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Perform other duties as assigned.
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REQUIREMENTS AND SKILLS:
- A minimum of two-year contact center experience with emphasis on quality assurance and customer service.
- Exceptional communication, listening and analytical skills
- Excellent coaching and training skills
- Strong interpersonal skills and a team player
- Ability to multitask and successfully operate in a fast paced, team environment.
- Own work equipment: Desktop computer with camera or laptop computer with WINDOWS Operating System (OS)
- USB noise-canceling headphone
- At least 25 Mbps internet speed and back up internet
- Amenable to work during weekends and night shift (Pacific Time US)
- Available to start immediately (DO NOT APPLY IF STILL EMPLOYED)
Send the following application requirements to be scheduled for an interview:
1. UPDATED Resume
2. Skype ID
3. 30-Second video introduction
Job Type: Full-time
Pay: From Php8,500.00 per week
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