Urgent Hiring - Quality Analyst for BPO in Shaw, Mandaluyong

Industry Category	Manufacturing	Position	Quality Assurance
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Mandaluyong	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

Responsibilities

Monitoring of Calls – 15-30 calls per day

• Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities

• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.

• Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.

• Identify and report any required training issues to department management and trainers.

• Take an active part in the evolution of the attribute document

• Identify changes that need to be made to our evaluation tool

• Create and update standards as appropriate

• Create scripting and resources for agents when requested or needed

• Provide in-depth comments on evaluations for manager coaching

• Train new members that join our team

• Follow up with issues identified to ensure they are resolved

• Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.

• Team Accountability (QA and CSi Performance) – weekly progress report with action items

• Attend and actively participate in weekly calibration and facilitation on a rotational basis

• QA Orientation for New Hires – as needed

• QA Orientation for Cross Skilling of agents – as needed

• Facilitation of Mock Calls and Certification – as needed

• Perform other duties and special projects as assigned.

Solutions for Global Business NeedsDelivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.Capitalizing on Our Core StrengthsOur singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:INTEGRITY Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.RESPECTTreat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.TRANSPARENCYClear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.EXCELLENCEStrive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.