agent Quality Control specialistWonders Corporation

Job Description:
Duties and Responsibilities:
Quality Analyst is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result in customer satisfaction, and reforming those that result in negative customer experience.
Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
Facilitating QA roll-outs and guidelines orientations for new-hires and certifying agents prior to official endorsement to Operations.
Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management •
Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
Assist in product re-training and up-training to agents as required and monitor the effectiveness of said training
QA shall be able to assess how transactions are handled and identify the areas that need improvement.
Requirements
Qualifications:
Career Level
Minimum of 2 Years Experienced Employee
Willing to work onsite (Pasig)
Residing near Manila offices
No attendance issues
Has knowledge of 7 basic quality tool and root cause analysis
Wonders Corporation

Pasig City, Metro Manila
Permanent
Full-time