Quality Analyst

Tap Growth ai; Bacolod; On-site; PHP 240,000 - 400,000; Full time

Job summary

Tap Growth ai is hiring a Quality Analyst to assess the performance of call center associates handling customers. The QA will monitor inbound and outbound calls and potential emails or chats to evaluate demeanor, accuracy, service quality, and adherence to company policies.

The role supports the development and implementation of call center quality processes, suggests updates to training materials, and collaborates with training and operations to provide needed support and drive customer

Qualifications

• At least 1 year of experience in quality.
• Strong English verbal and written communication.
• Strategic thinker with ability to improve processes.
• Able to work on shifting schedules (Day, Mid, Night).

Responsibilities

• Design call monitoring formats and standards.
• Perform call monitoring and provide trend data to site management.
• Use quality data systems to track performance at team and individual levels.
• Monitor calls, chats and emails as program needs.
• Participate in listening programs to identify customer needs.
• Provide actionable data to internal support groups.
• Coordinate calibration sessions for staff and clients.
• Provide feedback to team leaders and managers.
• Support operations and training with refresher sessions and escalation reviews.
• Contribute to weekly, monthly and quarterly business reviews.
• Perform other duties as assigned.

Skills

Quality assurance

English communication

Process improvement

Job description

We're Hiring: Quality Analyst!

Quality Analyst is responsible for assessing the quality of the performance of our call center
associates who deal with our existing and potential customers. The QA will monitor inbound and
outbound call and potential emails or chat responses (as needs rise within the company) to
assess associates demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes
and procedures; as well as making recommendations for enhancements to training materials as
needed to enhance the overall customer’s experience. This individual will also work closely with
training and operations to provide support when needed.

Specific Tasks:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses a quality monitoring data management system to compile and track performance at
  team and individual level.
• Performs monitors of call, chat and email responses, depending on program needs.
• Participates in customer and client listening programs to identify customer needs and
  expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for internal call center staff as well as
  external client calibrations.
• Provides feedback to call center team leaders and managers.
• Provides support to operations and training teams as needed through refreshers, phone
  time, review of escalations, etc.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review
  performance.
• Perform other duties as assigned.

Knowledge, Skill Set & Qualifications Required:

• Must have at least 1 year of working experience with Quality
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Candidate should be amenable to work on Shifting Schedules (Day Shift, Mid
  Shift, Night Shift)