Quality Analyst (Contractual) - Davao City
Davao City, Davao del SurPosted 10 days agoJobStreet
Skills mentioned
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About the role
JOB SUMMARY:Responsible for monitoring and evaluating transactions for exceptional customer service and technical resolution. Delivers feedback to Operations for continuous improvement.RESPONSIBILITIES:Delivers required number of QA monitors on a timely manner
- Generates and trends weekly/monthly QE related reports
- Performs side-by-side sessions and provide real-time feedback
- Participates on team meetings/huddles to share Quality and behavioral tagging trends
- Participates in QA Calibration and maintain 2.5% variance or lower
- Works closely with the line leadership
- Develops and delivers action plans to TLs and Global Agents
- Skilled in pinpointing root cause/s for performance variance
- Keeps abreast of operational changes
- Upholds the ability to lead by successfully implementing new process
- Upholds corporate values and expected behavior
- Willing to support call volume when needed
- Adheres to the schedule set by the QA SDL / QA Supervisor
Responsible for identifying and collecting best practices and share then with all QAWorks closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc. Qualifications:6 months QA experience in a contact center or BPO environment
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