Quality Analyst for Manila

Concentrix; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Concentrix in Manila is seeking an entry-level Quality Assurance Analyst to monitor and audit inbound/outbound calls, chats, and emails to ensure quality standards and client satisfaction.

You will participate in calibration sessions, maintain knowledge bases, support metrics reviews, and help drive profitability goals through process improvements.

Ideal candidates have a related bachelor's degree, strong communication, MS Office skills, and the ability to multitask under close supervision.

Qualifications

• Bachelor's degree in a related field is preferred with less than one year of relevant experience.
• Effective written and verbal communication skills are required.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with a focus on accuracy and quality.
• Entry-level role; tasks are prescribed and performed under supervision or defined procedures.

Responsibilities

• Monitors, evaluates and audits a sampling of inbound/outbound calls, chat, and email.
• Reports results of evaluations to Quality Leadership, Operations, Client, and Account Management.
• Participates in calibration/listening sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes and efficiency.
• Maintains program knowledge base and understanding of client products/services.
• Supports management focus on drivers, metrics, and operational processes.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Job description

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.