qa analyst Call center bpoCallMax Solutions

Description
RESPONSIBILITIES:
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
QUALIFICATIONS:
Must have experience in QA in a BPO/Call Center Set up
Excellent technical skills
Written and verbal communication
Problem Solving Skills
Knowledge of quality standards
Work from home but must be amenable to work in Imus, Cavite
Must have wired internet connection and 4-8GB RAM and good operating system to handle multitasking and heavy dutied application.
Requirements
Minimum education level: Vocational
Years of experience: 1
Language(s): English
Availability for travel: No
Availability for change of residence: No

Cavite, Calabarzon ·  10 November
Work type
Full Time