Quality Assurance Analyst / Makati City - Day Shift / 30000 PHP a month T9

Offer description

Job Sumary:
To join our team, we're seeking for a quality assurance analyst. The primary duty of the quality assurance analyst will be to track and assess how well our customer service personnel are meeting client needs. To make sure that all customer interactions uphold the business's high standards of quality and that all customer questions and problems are dealt with quickly and effectively, the quality assurance analyst will collaborate closely with the operations team.

Key Responsibilities:
- Conduct quality assessments of customer service agents' communications with clients across a range of media (phone, email, chat, etc.)
- Regularly evaluate the effectiveness of customer service personnel and point out areas for development.
- Examine quality evaluation data to find patterns and areas where our customer service practices and procedures need to be improved.
- Create and implement initiatives for quality improvement with the assistance of the operations team.
- Work with various departments to ensure that all customer concerns are addressed quickly and effectively.
- Develop and manage dashboards and reports for quality monitoring
- Take part in routine calibration meetings with the Quality Assurance team to verify that the evaluation procedures are consistent.
- Based on the findings of the evaluation, suggest options for customer service professionals' training and growth.

Qualifications:
- A bachelor's degree is preferred, preferably in a related discipline (such as business, communications, or customer service).
- 1-3 years of experience working in a BPO or customer service setting in a quality assurance function
- Excellent written and verbal communication abilities
- Excellent analytical abilities and a focus on detail
- Knowledge of reliable monitoring tools and software
- Capacity to work both independently and collaboratively
- Excellent time management and organizational abilities

Requirements

• Minimum education level: Junior High School

May 22

About NeksJob Philippines

ABOUT NEKSJOB

Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.

Contact Us.
We are here to help. Want to lea...

ABOUT NEKSJOB

Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.

Contact Us.
We are here to help. Want to learn more about our services? Please get in touch, we'd love to hear from you!

Email us: *****@neksjob.com
Contact us: (02) 982 1240, +639172482120

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