Quality Analyst (Contractual) - Davao City

VXI Global Holdings B.V. (Philippines); Davao City; On-site; PHP 223,000 - 357,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a QA professional to monitor and evaluate transactions for exceptional customer service and technical resolution, delivering feedback to Operations for continuous improvement.

Responsibilities include timely QA monitors, generating and trending QE reports, side-by-side coaching, QA calibration to maintain variance at or below 2.5%, and collaboration with team leaders to promote best practices and process improvements.

Qualifications

• 6 months QA experience in a contact center or BPO environment.
• Proven ability to monitor transactions and evaluate quality.
• Experience delivering actionable feedback to operations.

Responsibilities

• Delivers required number of QA monitors on a timely manner.
• Generates and trends weekly/monthly QE related reports.
• Performs side-by-side sessions and provide real-time feedback.
• Participates in QA Calibration and maintains 2.5% variance or lower.
• Works closely with line leadership to drive improvements.
• Develops and delivers action plans to TLs and Global Agents.

Skills

QA monitoring

Data analysis

Feedback delivery

Calibration

Process improvement

Job description

JOB SUMMARY:

Responsible for monitoring and evaluating transactions for exceptional customer service and technical resolution. Delivers feedback to Operations for continuous improvement.

RESPONSIBILITIES:

• Delivers required number of QA monitors on a timely manner

• Generates and trends weekly/monthly QE related reports

• Performs side-by-side sessions and provide real-time feedback

• Participates on team meetings/huddles to shareQualityand behavioral tagging trends

• Participates in QA Calibration and maintain 2.5% variance or lower

• Works closely with the line leadership

• Develops and delivers action plans to TLs and Global Agents

• Skilled in pinpointing root cause/s for performance variance

• Keeps abreast of operational changes

• Upholds the ability to lead by successfully implementing new process

• Upholds corporate values and expected behavior

• Willing to support call volume when needed

• Adheres to the schedule set by the QA SDL / QA Supervisor

• Responsible for identifying and collecting best practices and share then with all QA

• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Qualifications:

• 6 months QA experience in a contact center or BPO environment