Growth-Driven Quality Analyst | QA & Process Optimizer

vCustomer Philippines, Inc.; Taguig; On-site; PHP 446,000 - 737,000; Full time

Benefits offered by this job

Health coverage

Job summary

Tech Mahindra Philippines is hiring a Quality Analyst to monitor and improve customer interactions across calls and emails. The role focuses on ensuring accuracy, providing coaching, and delivering quality reports to the Verisk team.

The ideal candidate has at least 2 years in QA for inbound/outbound projects, with a sales background and a Bachelor's degree. Strong communication and analytical skills are essential for success.

Qualifications

• Minimum 2 years' experience as a QA in both inbound and outbound projects.
• Sales background is required.
• Candidate must possess at least a Bachelor's/College Degree, any field.

Responsibilities

• Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with on-time/immediate feedback to the floor.
• Coordinate and facilitate call calibration/training sessions for call center staff.
• Publish quality trends, feedback and improvement reports to Verisk team.
• Conduct quality monitoring and coaching.
• Deal tactfully and courteously with clients.
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance.
• Contribute to the development of the short and long term goals of the process.
• Ensure quality and CSAT targets are met at all times.
• Drive first call resolution and quality initiatives in the program.

Skills

Oral communication

Written communication

Interpersonal skills

Analytical skills

MS Office

Education

Bachelor's degree

Tools

Salesforce

MS Excel

Job description

Tech Mahindra Philippines is hiring a Quality Analyst to monitor and improve customer interactions across calls and emails. The role focuses on ensuring accuracy, providing coaching, and delivering quality reports to the Verisk team.

The ideal candidate has at least 2 years in QA for inbound/outbound projects, with a sales background and a Bachelor's degree. Strong communication and analytical skills are essential for success.