Quality Assurance Analyst - Eastwood City(Telco/Banking/Sales Accounts) / BGC(Social Media Account)

Job Description

Responsibilities

Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floorCoordinates and facilitates call calibration/training sessions for call center staffPublishes quality trends, feedback and improvement / enhancement reportsConduct quality monitoring and coachingDeal tactfully and courteously with clientsProduce Quality reports and dashboards such as TNI, Pareto etc.Drive process improvement and ensure process complianceContribute to the development of the short and long term goals of the processEnsure quality, NPS and CSAT targets are met at all timesDrive first call resolution and quality initiatives in the program

Skillset

Excellent oral, written and interpersonal communication skills.Exceptional listening and analytical skills.Intermediate level of knowledge in MS-Office.Works accurately and with an eye for details.Willing to work onsite; Eastwood, Quezon City or BGC, Taguig