Quality Assurance Analyst

Job Responsibilities: Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops leadand the QA team

Performs real time and/or historical audits and evaluation to campaigns. Uses quality monitoring data management system to compile and track performance at team and individual levels

• Participates and initiates calibration sessions. Conduct first to second level analysis on quality defect trends and error
• Prepares additional Reports including meeting minutes and calibration report

Using Information and Analysis for Quality Improvement

Participate in Team Meetings and Process Reviews, providing feedback on quality issues

Conduct teach-back sessions, QA coaching and refresher training sessions. Coordinate with Operations Team Leaders to discuss error trends and performances of Agents. Ensure quality results are documented and communicated to Management for appropriate action - Providesfeedback to Assistant TL and OPS lead on coaching opportunities. Utilizes escalation data to track and trend issues for management intervention and potential discussionswithin and other departments. Performs other related duties and assignments as required and assigned by immediate Assistant TL and

• Ops Lead. Job Qualifications: At least Bachelor’s degree holder of any course
• Knowledge of customer service practices
• At least 1 year of previous experience in Customer Service role (Voice or Non-Voice)
• Experience in conducting research and analytics, supported by strong computer proficiency skills
• Experience in mediation and conflict resolution techniques
• With at least C rating in EFSET Testing
• Experience in conducting research and analytics, supported by strong computer proficiency skills
• Experience in mediation and conflict resolution techniques
• With basic knowledge in Microsoft Excel formulas and MS Powerpoint