Quality Analyst for Bacolod

Concentrix; Bacolod; In loco; PHP 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

Concentrix in Bacolod, Philippines, is seeking an entry-level Quality Analyst to monitor and evaluate a sample of inbound contacts, including calls, chats, and emails, and to support calibration with teams and clients.

You will learn client products, contribute to process improvements, and help meet productivity targets while following defined procedures and maintaining documentation.

Competenze

• Bachelor's degree in related field from a four-year college or university.
• Less than one year of relevant experience preferred.
• Effective communication skills, both written and verbal.

Mansioni

• Monitor and audit a sampling of inbound/outbound calls and other contact methods (chat/email).
• Report results to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit).
• Participate in calibration/call listening sessions to ensure scoring consistency.
• Participate in internal quality audits to improve processes.
• Maintain strong program knowledge base and client products/services knowledge.
• Contribute to quality task forces with stakeholders.
• Meet departmental productivity requirements (e.g., calls monitored, emails evaluated).
• Complete phone time to stay current on programs.
• Maintain forms and legends documents.
• Support management focus on key drivers, metrics, and processes that drive Balanced Scorecards.

Conoscenze

Communication skills

Microsoft Office

Multitasking

Detail-oriented

Formazione

Bachelor's degree in related field

Descrizione del lavoro

Essential Functions/Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented

Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.