Quality Assurance Analyst - Customer Experience Coach

IntouchCX; San Juan; Vor Ort; PHP 240.000 - 360.000; Vollzeit

Zusammenfassung

IntouchCX in the Philippines is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams by recording and evaluating Voice, Email, Chat, and Social contacts. You will coach teams on procedures, complete weekly QA and coaching reports, and provide floor support, including handling calls when needed.

Candidate requirements include a high school diploma, 1–2 years QA experience, solid MS Office skills, and strong communication. Flexible shifts including holidays are expected.

Qualifikationen

• High school diploma or equivalent.
• 1 year 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.
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls.
• Ability to interact with employees at all levels of the organization.
• Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays.

Aufgaben

• 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.

Kenntnisse

Typing 30 wpm

Strong communication

Multitasking

Analytical scoring

Ausbildung

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Jobbeschreibung

IntouchCX in the Philippines is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams by recording and evaluating Voice, Email, Chat, and Social contacts. You will coach teams on procedures, complete weekly QA and coaching reports, and provide floor support, including handling calls when needed.

Candidate requirements include a high school diploma, 1–2 years QA experience, solid MS Office skills, and strong communication. Flexible shifts including holidays are expected.