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Quality Analyst (non voice)

Description:

Responsibilities

  • Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.
  • Coordinates and facilitates call calibration/training sessions for call center staff.
  • Publishes quality trends, feedback and improvement / enhancement reports.
  • Conduct quality monitoring and coaching
  • Deal tactfully and courteously with clients
  • Produce Quality reports and dashboards such as TNI, Pareto etc.
  • Drive process improvement and ensure process compliance.
  • Contribute to the development of the short and long term goals of the process.
  • Ensure quality and CSAT targets are met at all times.
  • Drive first call resolution and quality initiatives in the program.



Requirements:

Requirements

  • Minimum 1-2 years experience as a QA in both inbound and outbound projects
  • Preferred: Candidate must possess at least a Bachelor’s/College Degree, any field
  • Experience in handling a Logistics program (non voice) is preferred.

Skillset

  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of knowledge in MS-Office. 
  • Works accurately and with an eye for details.

Salary: ₱20000 - ₱30000
Address: 6th Floor eBloc 3, IT Park, Apas