Quality Assurance Analyst

Asticom Technology Inc; Taguig; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

Asticom Technology Inc. is seeking a Quality Assurance Analyst to coach campaign approvers in real time and provide trend data analysis to the Operations lead and QA team.

The role requires a Bachelor's degree and experience in customer service with strong analytics, Excel proficiency, and conflict resolution skills. You will conduct audits, track performance, and participate in calibration sessions to drive quality improvements.

Qualifications

• At least Bachelor's degree holder of any course.
• Knowledge of customer service practices.
• At least 1 year of previous experience in Customer Service role (Voice or Non-Voice).
• Experience in conducting research and analytics, supported by strong computer proficiency skills.
• Experience in mediation and conflict resolution techniques.
• With at least C rating in EFSET Testing.
• With basic knowledge in Microsoft Excel formulas and MS Powerpoint.

Responsibilities

• Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops lead and the QA team.
• Performs real time and/or historical audits and evaluation to campaigns.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Participates and initiates calibration sessions.
• Conduct first to second level analysis on quality defect trends and error.
• Prepares additional Reports including meeting minutes and calibration report.
• Using Information and Analysis for Quality Improvement.
• Participate in Team Meetings and Process Reviews, providing feedback on quality issues.
• Conduct teach-back sessions, QA coaching and refresher training sessions.
• Coordinate with Operations Team Leaders to discuss error trends and performances of Agents.
• Ensure quality results are documented and communicated to Management for appropriate action - Provides feedback to Assistant TL and OPS lead on coaching opportunities.
• Utilizes escalation data to track and trend issues for management intervention and potential discussions within and other departments.
• Performs other related duties and assignments as required and assigned by immediate Assistant TL and Ops Lead.

Skills

Customer service practices

Research and analytics

Mediation and conflict resolution

EFSET rating

Computer proficiency

Education

Bachelor's degree

Tools

Microsoft Excel

MS PowerPoint

Job description

Job Responsibilities:

• Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops lead
  and the QA team

• Performs real time and/or historical audits and evaluation to campaigns.

• Uses quality monitoring data management system to compile and track performance at team and individual levels

• Participates and initiates calibration sessions.

• Conduct first to second level analysis on quality defect trends and error

• Prepares additional Reports including meeting minutes and calibration report

• Using Information and Analysis for Quality Improvement

• Participate in Team Meetings and Process Reviews, providing feedback on quality issues

• Conduct teach-back sessions, QA coaching and refresher training sessions.

• Coordinate with Operations Team Leaders to discuss error trends and performances of Agents.

• Ensure quality results are documented and communicated to Management for appropriate action - Provides
  feedback to Assistant TL and OPS lead on coaching opportunities.

• Utilizes escalation data to track and trend issues for management intervention and potential discussions
  within and other departments.

• Performs other related duties and assignments as required and assigned by immediate Assistant TL and
  Ops Lead.

Job Qualifications:

• At least Bachelor’s degree holder of any course

• Knowledge of customer service practices

• At least 1 year of previous experience in Customer Service role (Voice or Non-Voice)

• Experience in conducting research and analytics, supported by strong computer proficiency skills

• Experience in mediation and conflict resolution techniques

• With at least C rating in EFSET Testing

• Experience in conducting research and analytics, supported by strong computer proficiency skills

• Experience in mediation and conflict resolution techniques

• With basic knowledge in Microsoft Excel formulas and MS Powerpoint