Quality Analyst: Elevate Call Center Performance

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

Job summary

Ubiquity Global Services, Inc. is hiring a Quality Analyst responsible for assessing call center associates' performance. The role involves monitoring various communications to ensure high-quality service and conformity to company standards.

The ideal candidate should possess at least one year of experience in Quality, strong English communication skills, and a strategic approach to process improvements. Flexibility for shifting schedules is also required.

Qualifications

• At least 1 year of working experience with Quality.
• Strong English verbal and written communication skills.
• A strategic approach to developing solutions and process improvements.
• Amenable to work on shifting schedules (Day Shift, Mid Shift, Night Shift).

Responsibilities

• Assess the quality of performance of call center associates.
• Monitor inbound and outbound calls, emails, and chat responses.
• Develop and implement call center quality processes and procedures.
• Provide support to training and operations teams as needed.
• Participate in call calibration sessions.

Skills

English verbal communication

English written communication

Solution development

Process improvements

Job description

Ubiquity Global Services, Inc. is hiring a Quality Analyst responsible for assessing call center associates' performance. The role involves monitoring various communications to ensure high-quality service and conformity to company standards.

The ideal candidate should possess at least one year of experience in Quality, strong English communication skills, and a strategic approach to process improvements. Flexibility for shifting schedules is also required.