Quality Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 446,000 - 625,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Quality Assurance Analyst for a call center role in the Philippines. The ideal candidate will monitor, evaluate, and score calls and tickets against established QA standards, participate in calibration sessions, and ensure agents adhere to SOPs.

Must have 3+ years in call center QA and be comfortable with night shifts in EST/CST time zones. College graduates with a four-year degree and strong analytical, written and verbal communication skills are preferred.

Qualifications

• College graduate of any four-year course.
• Minimum 3 years collections experience in a call center customer service environment with emphasis on quality improvement.
• Must have previous Quality Assurance Analyst experience in a Call-Center Environment.
• Ability to work at a desk using a telephone/headset and computer to talk and correspond with customers, management and colleagues.
• Strong organizational, time-management, and written and oral communication skills.
• Ability to constructively confront peers with input, feedback and assessments.
• Must be amenable to graveyard/nightshift schedule following EST/CST timezone.

Responsibilities

• Monitor, evaluate and score inbound or outbound calls against established quality assurance instruments and standards.
• Review, evaluate, and score open and closed customer issues tickets against QA standards.
• Participate in calibration sessions and creation of communication tools as needed.
• Ensure call center agents adhere to quality standards and SOPs.
• Monitor calls to provide feedback on telephone etiquette and product information.

Skills

Quality assurance

Analytical skills

Written and verbal communication

Time management

Training

Conflict resolution

Call center experience

Education

Bachelor's degree

Job description

BRING YOUR OWN DEVICE

Requirement/s:

• Windows 11 or higher
• 64-bit OS
• Dual monitors (must be connected during validation)
• At least 8GB RAM
• At least 256GB SSD storage
• Intel Core i5 (9th Gen or newer) or AMD Ryzen 5
• 20 Mbps upload / 100 Mbps download speed
• Wired Ethernet connection (Wi-Fi not allowed)
• macOS devices are not supported

JOB PROFILE

• Monitor, evaluate and score inbound or outbound calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Ensures the call center agents adhere to predetermined quality assurance standards and the business's standard operating procedures
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
• Conduct / Lead training sessions (as needed)
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Provides performance expectations, action plans and development plans to improve call quality
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

QUALIFICATIONS:

• College Graduate of any four-year course.
• Qualified candidates must have minimum 3 years collections experience in call center customer service environment with emphasis on quality improvement:
• Must have previous Quality Assurance Analyst experience in a Call-Center Environment
• Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with customers, Management, employees, corporate contacts, clients
• Must have demonstrated strong organizational, time-management, and written and oral communication skills
• Ability to constructively confront peers and colleagues with value added input, feedback and assessments
• Must have a high level of reason and analytical skills and the ability to be objective
• Candidates must be amenable to work graveyard/nightshift schedule following EST/CST timezone.