QA Analyst | Mandaluyong

Industry Category	Manufacturing	Position	Quality Assurance
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-27	Valid Until	Long-term validity

SUMMARY

The Quality Analyst is part of the support team and will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client.

DUTIES AND RESPONSIBILITIES

Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.Provides side by side mentoring and coaching to agents.Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leadersPrepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.

QUALIFICATIONS

At least 1 year BPO experience, preferably in a Financial programQA experience preferred but not requiredCompleted 3rd year in collegeWilling to work onsite in MandaluyongWilling to work on a night shift

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As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.In the Philippines, Sitel Group has grown into 37,000 associates across 20 sites in the country.LEARN, LEAD & GROW WITH THE SITEL® GroupWe believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As a proudly people-centric leader in the BPO industry, Sitel Group is committed to the growth and long-term success of our teams around the globe. And, as a demonstration of our commitment, our promise to our associates is at Sitel Group, you can: Learn, Lead & Grow.