Quality Analyst - 24k signing bonusTranscosmos Asia Philippines

Role Responsibilities:
Monitors Agent's performance daily by recording, listening to, and evaluating calls based on client's goals and expectations.
Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
Capture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.
Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
Attends and leads in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
Reports complaints, challenges, obstacles or questions to appropriate departments.
Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
Create and sends daily, weekly and monthly quality performance reports
Performs other duties as assigned.
Role Profile:
College Degree of any course.
Has background in Voice and Non-Voice Services (knowledge on all lines of businesses is a plus)
With at least 2 year experience in quality analyst division
Excellent oral and written communication skills at all levels of the organization with minimal supervision
Knowledge in Microsoft Office applications including Excel, PowerPoint and Word
Team Player
Ability to impose Self-Direction
Can Work under minimal supervision
Knows how to conduct basic Root Cause Analysis
Good Presentation skills
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
2-3 years of relevant work experience required for this role
Working rights required for this role