ANALYST, QUALITYQualfon

Job Summary
Main Objectives and Duties:
1. Call Monitoring
○ Evaluates English communication skills of agents
○ Provides feedback and coaching for every evaluation
○ Conducts Root Cause Analysis
○ Identifies communication barriers during call monitoring
○ Sends agents to special trainings in communication skills when needed
2. Five audits per agent with coaching
○ Plots monitoring schedule
○ Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
○ Develops action plans based on root causes
○ Conducts Performance Improvement Plan for low performers
3. Daily, Weekly , Monthly and Special Reports
○ Produces and submits reports to Operations Supervisors containing evaluations and scores
○ Submits Weekly RCA Report to QA Supervisor
○ Updates daily reports of the department containing QA scores
○ Issues Performance Improvement Process (PIP) related forms
4. Information dissemination and calibration
○ Conducts and joins internal and external call calibration sessions
○ Attends conference calls with the client on specific skills for calibration purposes
○ Reads and disseminates important information from e-mails, Agent Support, etc.
○ Discusses QA guidelines with agents
○ Takes refresher courses
○ Participates in meetings with QA Supervisor and whenever invited by Operations
6. Special projects
○ Performs special assignments given by the immediate supervisor
○ Participates in incentive programs of the QA department
○ Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance
Area of expertise (Skills)
Graduate of any 4-year degree or its equivalent
At least one year experience in Call Center operations
Other Skills and Experiences (Min)
Leadership Academy
Proficient in MS Office (Excel)
Education
Qualfon