asoc. Analyst custcareContinuum Global Solutions

ESSENTIAL FUNCTIONS
Analyzes interactions for quality issues and improvement opportunities and makes recommendations for leadership to review
Identifies potential problem areas and suggests ways to improve them
Identifies problems in straightforward situations, and makes sound decisions using standard procedures
Works within established procedures with a moderate degree of supervision
Communicates an agent's progress to the agent's supervisor based on observed interactions
Participates in or facilitates calibration sessions, internal and external
Escalates quality-related issues to leaders as appropriate
Conducts special quality audits as required by the business
Conducts QA talks for learners in classroom training
Coordinates with supervisors on the schedules and availability of assigned agents to ensure that audit requirements are met
On-boards new Quality Analysts in the team
Keeps track of daily and weekly personal audit compliance
Takes interactions as directed by management
REQUIRED EDUCATION AND EXPERIENCE
At least 1 year experience doing call monitoring, root cause analysis, and coaching towards Quality is required
At least 1 year experience in a BPO set-up or captive center is required
Should possess strong analytical skills
Must have strong communication skills since this role requires to be in communication with leaders such as supervisors and managers.
Must be knowledgeable of Office applications (Excel, PowerPoint, Word or equivalent Google applications)
ADDITIONAL REQUIREMENTS
No planned leaves within 6 months from start date
Willing to take customer interactions (calls or chat) within the following:
Product training: 3 weeks, not full-time
TBay: 4 to 8 weeks, full-time
Production: 1 hour weekly
This is a full time position. This requires flexibility to work any shift, any day of the week and may include working extended hours including public holidays and weekends.
This job is a WAH opportunity due to covid and requires flexibility to report onsite when needed.
Internet speed must be running on a 20+ Mbps plan
PERKS & BENEFITS
Competitive Salary
Insurance and other company benefits
Fun, Healthy Work Environment
Company equipment provided
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions

Mandaluyong City, Metro Manila
Permanent
Full-time