BPO Quality Analyst (Active Pooling)

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 279,000 - 446,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Quality Analyst to monitor QA performance, generate and trend weekly/monthly QE related reports, and provide real-time feedback to agents.

The role requires onsite work at VXI MOA, Pasay, close collaboration with QA leaders to drive calibration, root-cause analysis, and implementation of new processes.

Qualifications

• Must have at least 1 year experience as Quality Analyst
• Must be amenable to work onsite in VXI MOA, Pasay

Responsibilities

• Delivers required number of QA monitors on a timely manner
• Generates and trends weekly/monthly QE related reports
• Performs side-by-side sessions and provide real-time feedback
• Participates on team meetings/huddles to share Quality and behavioral tagging trends
• Participates in QA Calibration and maintain 2.5% variance or lower.
• Works closely with the line leadership;
• Develops and delivers action plans to TLs and Global Agents.
• Skilled in pinpointing root cause/s for performance variance;
• Keeps abreast of operational changes;
• Upholds the ability to lead by successfully implementing new process;
• Upholds corporate values and expected behavior.
• Willing to support call volume when needed.
• Adheres to the schedule set by the QA SDL / QA Supervisor.
• Responsible for identifying and collecting best practices and share then with all QA
• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Job description

Essential Duties & Responsibilities:

• Delivers required number of QA monitors on a timely manner;

• Generates and trends weekly/monthly QE related reports

• Performs side-by-side sessions and provide real-time feedback

• Participates on team meetings/huddles to share Quality and behavioral tagging trends

• Participates in QA Calibration and maintain 2.5% variance or lower.

• Works closely with the line leadership;

• Develops and delivers action plans to TLs and Global Agents.

• Skilled in pinpointing root cause/s for performance variance;

• Keeps abreast of operational changes;

• Upholds the ability to lead by successfully implementing new process;

• Upholds corporate values and expected behavior.

• Willing to support call volume when needed.

• Adheres to the schedule set by the QA SDL / QA Supervisor.

• Responsible for identifying and collecting best practices and share then with all QA

• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Requirements:

• Must have at least 1 year experience as Quality Analyst

• Must be amenable to work onsite in VXI MOA, Pasay