Quality Assurance Analyst

IntouchCX; Mabalacat; On-site; PHP 250,000 - 420,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams' daily performance across Voice, Email, Chat and Social contacts. You will record, review and evaluate interactions to ensure quality and compliance.

The role involves coaching, QA reporting and coaching sessions weekly, floor support including taking calls, and calibration meetings with supervisors and partners to drive continuous improvement.

Qualifications

• High school diploma or equivalent is required.
• 1 year of front-line contact center experience preferred.
• 1–2 years of Quality Assurance experience preferred.
• Intermediate MS Excel, MS Word and MS Office skills required.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure procedures are followed.
• Complete Quality Assurance and coaching session reports weekly.
• Provide floor support, including taking phone calls.
• Attend calibration meetings with supervisors and managers.
• Research escalated issues and propose coaching opportunities with Team Leaders.

Skills

Communication

Time management

Organizational skills

Education

High School Diploma

Tools

MS Excel

MS Word

MS Office

Job description

About the role

We're changing the way people think about customer service, and we need your help! We're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

Key responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Provide floor support, which can include actively taking phone calls
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members
• Perform other duties as assigned

About you

• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner