day shift Quality Assurance Analyst - customer service i t22NeksJob Philippines

Offer description
₱ 23,000.00 (monthly) Permanent contract Full Time
Job Summary:
We are looking for a Quality Assurance Analyst to be part of our team. The primary responsibility of the Quality Assurance Analyst will be to monitor and evaluate the quality of customer service provided by our customer service representatives. The Quality Assurance Analyst will work closely with the operations team to ensure that all customer interactions meet the company's quality standards and that all customer inquiries and issues are resolved efficiently and effectively.
Key Responsibilities:
- Conduct quality evaluations of customer service representatives' interactions with customers through a variety of channels (phone, email, chat, etc.)
- Provide regular feedback to customer service representatives on their performance and identify areas for improvement
- Analyze quality evaluation data to identify trends and areas for improvement in our customer service processes and procedures
- Work with the operations team to develop and implement quality improvement initiatives
- Collaborate with other departments to ensure that all customer inquiries and issues are resolved efficiently and effectively
- Create and maintain quality monitoring reports and dashboards
- Participate in regular calibration sessions with the Quality Assurance team to ensure consistency in evaluation processes
- Provide recommendations for training and development opportunities for customer service representatives based on evaluation results
Qualifications:
- Bachelor's degree in a related field (such as business, communications, or customer service) preferred
- 1-3 years of experience in a quality assurance role within a BPO or customer service environment
- Excellent communication skills, both written and verbal
- Strong analytical skills and attention to detail
- Experience with quality monitoring software and tools
- Ability to work independently and in a team environment
- Strong organizational and time management skills
Requirements
Minimum education level: Bachelor ́s Degree
1 year of experience
Language(s): English
21 minutes ago
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