Quality Analyst

Quality Analyst

IBEX Global Solutions (Philippines) Inc.
Not Specified
Not Specified

Job Description


Responsibilities

Monitoring of Calls - 15-30 calls per day
. Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
. Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
. Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
. Identify and report any required training issues to department management and trainers.
. Take an active part in the evolution of the attribute document
. Identify changes that need to be made to our evaluation tool
. Create and update standards as appropriate
. Create scripting and resources for agents when requested or needed
. Provide in-depth comments on evaluations for manager coaching
. Train new members that join our team
. Follow up with issues identified to ensure they are resolved
. Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
. Team Accountability (QA and CSi Performance) - weekly progress report with action items
. Attend and actively participate in weekly calibration and facilitation on a rotational basis
. QA Orientation for New Hires - as needed
. QA Orientation for Cross Skilling of agents - as needed
. Facilitation of Mock Calls and Certification - as needed
. Perform other duties and special projects as assigned.

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