Quality Auditing Senior Analyst

JobsAvenuePH; Makati; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Vacation Leave

Employee Discount

Sleeping Quarters

Job summary

A leading recruitment agency in the Philippines is seeking a Quality Assurance Supervisor to lead the QA team in enhancing service quality in a call center environment. The role involves developing QA strategies, conducting evaluations, and providing coaching to staff. Ideal candidates will have strong leadership, analytical skills, and experience with QA tools and processes.

Qualifications

• Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
• Strong leadership skills with experience in managing and mentoring a QA team.
• Excellent analytical and problem-solving skills to identify and address performance gaps.
• Collaborate with training to identify skill gaps and learning needs.
• Generate QA reports to identify trends and best practices.
• Ensure compliance with industry regulations and company policies.

Responsibilities

• Lead the QA team in evaluating inbound and outbound calls, chat, and email interactions.
• Develop and implement quality assurance strategies to enhance customer service performance.
• Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
• Calibrate evaluations with stakeholders to maintain consistency.
• Monitor quality metrics and drive continuous improvement.

Skills

Data Analysis

Problem Solving

Quality Control

Analytical Skills

Leadership

Communication

Call center

Education

Diploma

Tools

QA Tools

Call Monitoring Systems

Job description

On-site - Makati 1-3 Yrs Exp Diploma Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus, Employee Recognition Program

Government Mandated Benefits

Insurance Health & Wellness

Disability Insurance, Health Insurance, Life Insurance, HMO

Employee Discount, Sleeping Quarters

Professional Development

Bereavement Leave, Maternity & Paternity Leave, Parental Leave, Vacation Leave

Read More

• We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
• This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
• Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
• Develop and implement quality assurance strategies to enhance customer service performance.
• Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
• Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
• Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
• Ensure compliance with industry regulations, company policies, and performance metrics.
• Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
• Lead process improvement initiatives to enhance efficiency and customer satisfaction.
• Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
• Strong leadership skills with experience in managing and mentoring a QA team.
• Excellent analytical and problem-solving skills to identify and address performance gaps.
• Proficiency in QA tools and call monitoring systems.
• Exceptional communication and coaching skills to provide constructive feedback.
• Knowledge of industry compliance standards and customer service best practices.

Data Analysis Troubleshooting Data Processing Quality Control Problem Solving Skills BPO Quality Auditing Quality Management