day shift Quality Assurance Analyst - 30k monthly i t22NeksJob Philippines

Offer description
₱ 30,000.00 (monthly) Permanent contract Full Time
Job Summary:
We are seeking for a quality assurance analyst. The primary duty of the quality assurance analyst will be to track and assess how well our customer service personnel are meeting client needs. To make sure that all customer interactions uphold the business's high standards of quality and that all customer questions and problems are dealt with quickly and effectively, the quality assurance analyst will collaborate closely with the operations team.
Key Responsibilities:
- Conduct quality assessments of customer service agents' communications with clients across a range of media (phone, email, chat, etc.)
- Regularly evaluate the effectiveness of customer service personnel and point out areas for development.
- Examine quality evaluation data to find patterns and areas where our customer service practices and procedures need to be improved.
- Create and implement initiatives for quality improvement with the assistance of the operations team.
- Work with various departments to ensure that all customer concerns are addressed quickly and effectively.
- Develop and manage dashboards and reports for quality monitoring
- Take part in routine calibration meetings with the Quality Assurance team to verify that the evaluation procedures are consistent.
- Based on the findings of the evaluation, suggest options for customer service professionals' training and growth.
Qualifications:
- A bachelor's degree is desirable, preferably in a relevant discipline (such as business, communications, or customer service).
- 1-3 years of experience working in a BPO or customer service setting in a quality assurance function
- Excellent written and verbal communication abilities
- Excellent analytical abilities and a focus on detail
- Knowledge of reliable monitoring tools and software
- Capacity to work both alone and collaboratively
- Excellent time management and organizational abilities
Requirements
Minimum education level: Bachelor ́s Degree
2 years of experience
Language(s): English
2 minutes ago
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