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  • Description



  • RESPONSIBILITIES:

    Participates in design of call monitoring formats and quality standards.

    Performs call monitoring and provides trend data to site management team.

    Uses quality monitoring data management system to compile and track performance at team and individual level.

    Performs monitors of customer care email responses.

    Participates in customer and client listening programs to identify customer needs and expectations.

    Provides actionable data to various internal support groups as needed.

    Coordinates and facilitates call calibration sessions for call center staff.

    Provides feedback to call center team leaders and managers.

    Prepares and analyzes internal and external quality reports for management staff review.

    Perform other duties as assigned.

    QUALIFICATIONS:

    Must have experience in QA in a BPO/Call Center Set up

    Excellent technical skills

    Written and verbal communication

    Problem Solving Skills

    Knowledge of quality standards

    Work from home but must be amenable to work in Imus, Cavite

    Must have wired internet connection and 4-8GB RAM and good operating system to handle multitasking and heavy dutied application.

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 1
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • QA Analyst Call center BPO

  • Cavite, Calabarzon

  • Company

    CallMax Solutions
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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