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Quality Assurance Analyst – Day Shift |Weekends Off | BGC.

Keywords / Skills : Quality Assurance, Quality Analyst, Quality Control, QA, QA Analyst, Quality Assurance Analyst, QC Analyst

0 - 5 years
Posted: 2019-01-10

Nationality
Philippines
Industry
Customer Service
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive
Posted On
10th Jan 2019
Job Description
A SNAPSHOT OF YOUR ROLE

As a Quality Analyst, you’ll represent the account and interact with clients by doing sales validation and quality assessments.

Your day could see you:

• Build an informed and engaged frontline employee workforce to ensure we continuously meet the needs of the business and deliver a great customer experience through conducting quality evaluations of customer interactions to identify and address knowledge gaps

• Conduct quality assurance evaluations for Contact Centre employees to improve the customer experience

• Maintain the quality evaluation system

• Be a point of reference for quality evaluations

• Regularly review and maintain the frontline quality evaluation guidelines and associated tools

• Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees

• Support on boarding of new frontline employees by providing additional coaching and support

• Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities

• Meets the required number of audits

• Provides accurate judgment on audits

• Sends critical call notifications and tracks sanctions

• Provides feedback to agents on their evaluations

• Attends triad coaching sessions with Team Leaders

• Attends administrative hearings and deliberations on critical calls

• Reports agent and call trends to QA Supervisor

• Attends and facilitates calibration sessions

• Sends calibration minutes and variance report

• Updates the QA guidelines

• Sends the daily EOD report

• May be asked to take in calls as business requires

A BIT ABOUT YOU

• With excellent English communication, listening, organizational and analytical skills.

• With at least 2 years ofQuality Assurance experience in the BPO industry.

• With a knack for multi-tasking.

• Able to work under minimal supervision

• Proficiency in MS Office

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Excellent feedback from customers.

• Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Ambition: Voice and measure your goals.

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Judgement: Make wise judgement calls, putting the team and business at heart.

• Leadership: Continuous improvement starts with independent action.

• Leverage: Do more with less, master the art of leverage.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each with other.

About Company

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireHappiness.
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