BestJobs - Jobs - Quality Assurance Analyst (Davao Site) - BPO Industry


  • Job Summary
    The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of call center associates who deal with the company’s existing and potential customer. The QA will monitor inbound and outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

    Essential Functions
    1. Participates in design of call monitoring formats and quality standards.
    2. Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the company.
    3. Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, leadership, operations, analysts and the Service Quality teams.
    4. Performs mock calls with new hires post-training to determine readiness for moving into support.
    5. Prepares and analyzes internal and external quality reports for management staff review.
    6. Develops and conducts targeted group coaching sessions for analysts that address
    Service Quality deficiencies and/or improvement opportunities.
    7. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all the teams and sites.
    8. Uses the account tools to gather data and analyze trends or patterns affecting quality.
    9. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
    10. Performs call monitoring and provides trend data to site management team.
    11. Uses quality monitoring data management system to compile and track performance at team and individual level.
    12. Performs monitors of customer care email responses.
    13. Participates in customer and client listening programs to identify customer needs and expectations.
    14. Provides actionable data to various internal support groups as needed.
    15. Coordinates and facilitates call calibration sessions for call center staff.
    16. Provides feedback to call center team leaders and managers.
    17. Performs other duties as assigned.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Language(s): Tagalog ,English
  • Knowledge: Microsoft Access, Microsoft Outlook
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Quality Assurance Analyst (Davao Site)

  • Davao del Sur, Davao Region

  • Company

    Siblings International Business Solutions (SiBS)
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply