Call Center Quality Analyst (QA) | Makati | Temp. WFH | Direct Hire

Job Highlights:

Virtual Recruitment Process (1 screening and 1 interview only)

Job Summary

Monitor activity in Consumer contact centers to measure quality levels and recommend updates to procedures or training. Produce quality elated reports and feedback to managers to ensure improved quality levels in the contact centers

Conduct regular evaluations following targeted sampling plans for all channelsAbility to address real time call and ticket and review requestsConduct QA coaching end huddle sessions with the service desk agents focusing on strengths, APIs, and recommendation from agents needed for collaborative improvementCalibrate with Operations on process changes and its impact to the service desk and clientsProvide weekly QA reports, analysis on performance and actions needed from stakeholdersConduct regular QA reviews as require by the businessBring about process improvements needed to meet business needs and customer experience

Qualifications:

Must have at least 2 years of experience as Call Center QAExcellent communication skillsProficiency in MS Office Applications (Word, Excel, PPT, Access), Process Knowledge