Quality Analyst

Ubiquity; Canlandog; On-site; PHP 257,000 - 391,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Quality Analyst to assess the performance of our call center associates handling customers. The QA will monitor inbound and outbound calls, chats, and emails to evaluate demeanor, technical accuracy, customer service, and adherence to company policies.

You will help develop and implement call center quality processes and procedures and collaborate with training and operations to provide support as needed.

Qualifications

• 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)

Responsibilities

• 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.

Skills

Quality assurance

Quality monitoring

English proficiency

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)