Quality Analyst

Ubiquity Global Services, Inc.; Manila; On-site; PHP 279,000 - 446,400; Full time

Job summary

Ubiquity Global Services, Inc. is hiring a Quality Analyst to enhance customer experience by monitoring call center associates. Responsibilities include assessing quality, supporting training, and developing quality standards.

This role requires excellent English communication and at least 1 year of quality experience. Candidates must be amenable to shifting schedules. Join us in creating a stellar service environment!

Qualifications

• At least 1 year of experience in quality analysis.
• Strong English verbal and written communication skills.
• Strategic thinking for solutions and process improvements.

Responsibilities

• Assess quality of call center associates' performance.
• Monitor inbound and outbound calls and emails.
• Develop and implement call center quality processes.

Skills

Quality assessment

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 calls 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 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).