Quality Analyst

Tap Growth ai; Bacolod; On-site; PHP 279,000 - 502,200; Full time

Job summary

Tap Growth ai is seeking a Quality Analyst to assess the performance of call center associates handling customers. The role focuses on monitoring inbound/outbound calls and related emails or chats to evaluate demeanor, accuracy, and adherence to policies.

You will help develop and implement quality processes, collaborate with training and operations, and provide insights to improve the overall customer experience. Shifts include Day, Mid, and Night schedules.

Qualifications

• 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.
• Amenable to work on shifting schedules (Day Shift, Mid Shift, Night Shift).

Responsibilities

• Participate in design of call monitoring formats and quality standards.
• Conduct call, chat and email monitors; provide trend data to site management.
• Use a quality data management system to track performance at team and individual levels.
• Coordinate call calibration sessions with staff and external clients.
• Provide feedback to call center leaders and managers.
• Support operations and training with refreshers and escalations reviews.
• Contribute to weekly, monthly and quarterly business reviews.
• Perform other duties as assigned.

Skills

Quality Assurance

English communication

Process improvement

Shift flexibility

Job description

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 calls and potential emails or chat responses (as needed) 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 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).