Quality Auditing Analyst

Intelegencia; Rizal; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading company in customer service solutions is seeking a Quality Assurance Specialist in Nueva Ecija, Rizal. In this role, you will ensure excellent customer experience by monitoring and improving interactions across various channels. You are required to have at least 1-2 years of experience as a quality analyst and a high school diploma. This position offers opportunities for professional growth and development.

Qualifications

• 1-2 years experience as a quality analyst.

Responsibilities

• Collaborate in designing quality control monitoring formats.
• Use data management systems to track performance.
• Participate in customer improvement programs.
• Perform monitoring and provide trend data.
• Identify and work on performance issues.
• Coordinate calibration sessions.
• Provide coaching to team leaders.
• Generate performance reports.
• Prepare quality reports.
• Perform additional duties as assigned.

Skills

Quality Control Design

Data Management

Monitoring

Feedback and Coaching

Performance Reporting

Education

High school graduate

Job description

Overview

As a Quality Assurance Specialist, you will be required to take calls, become familiar with account-specific processes, and monitor interactions across different channels (call, chat, email). This role is integral to ensuring we provide an excellent customer experience and continuously improve performance.

Responsibilities

• Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.
• Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.
• Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.
• Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.
• Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.
• Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained.
• Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non-critical errors.
• Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc.
• Quality Reports: Prepare and analyze internal and external quality reports for management review.
• Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality.

• At least 1-2 years experience as a quality analyst
• At least High school Graduate