Quality AnalysteLink Systems & Concepts Corp.

eLink Systems and Concepts Corp. is a pioneering IT – Business Process Services company. We provide effective solutions for different businesses and to individuals in Australia, UK, United States, and all other countries across the globe. Our Team is composed of accomplished board of directors who are equipped with over 25 years of combined experience in the industry.
 
We are currently hiring for QUALITY ANALYST!
 
WHAT WE’RE LOOKING FOR:
At least 2 years QA experience in a call center environment is required
Excellent non-verbal and verbal communication skills – both oral and written
Strong organizational and problem solving skills
Proficient with MS Office products (Word, Excel and PowerPoint)
Strong interpersonal skills with the ability to perform effectively as a member of a team
Ability to creatively use resources and adjust to business changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
Must have facilitation skills
Strong attention to detail
Leadership Skills
Willing to work on a graveyard shift
Job Responsibilities
Maintains top performance
Prepare for and deliver quality reviews for each associate based on eLink performance guidelines
Provides feedback to the Training Supervisor or Training and Quality Manager  to identify gaps in quality and other areas of opportunity
Gathers, documents, and distributes clear information from updates received by stakeholders/Marketing Division
Attends TQD  meetings and responds to emails and phone calls to ensure all program information is documented and updated
Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.  
Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
Coach associates once a trend/behavior is being identified.
Guides Associate QAs in any QA delivery
Supervises nesters in the nesting phase
Identifies trends and behaviors in Nesting
Performs performance evaluations and reviews in Nesting
Coaches Nesters and ensure the Nesting SOPs are being followed
Other Corporate QA Requirements
Completion of specific confirmation requirements prior to being confirmed ( regularization)
Completion of CTET (Coaching the elink Technique) prior to coaching Associates
Willingness to learn and uphold elink Systems and Concepts Vision and Mission
Completion of at least 4 Level 1 Certification Courses (PCI and CTET are mandatory)
 
Being part of our team gives you leverage on exploring your utmost potential while enjoying exciting perks and incentives. Joining us does not only mean being part of a very promising company, but being part of a well knitted family of highly skilled talents as well.
 
WHO ARE WE?
 
Here at eLink Systems and Concepts Corp., we thrive in maintaining a balanced culture of interest between our clients and team members. Our priority is to satisfy our clients and improve the careers of our Team Members.
 
Our Vision
 
A premier vendor of choice for world-class outsourced solutions in a fast-growing industry where employees realize their full potential empowering them to positively contribute to society.
 
Our Mission
To provide our clients premier services to support their growth and success
To provide our employees personal and career growth opportunities by developing programs to cultivate and enhance their potentials.
To contribute our time, effort and resources to make a difference in our society.
Our Core Values
In everything we do, we are grounded to being CONCISE
Courtesy - We believe that by building an agreeable relationship in all our connections serves as a fertile ground where we can create opportunities that can sprout, grow profitably, and produce more opportunities.
Ownership - We are not just your outsourced talents, but we are your business partners. We keep in mind that we own your business, and that our ultimate goal is your business' success. Once we achieve this goal, only then we have attained our own success.
Nurture - It is said that supporting is maintaining what’s already there, and that’s not the mere thing we offer. We boost and stimulate for development, for growth, for innovation, and for support. All of these are the elements that you need towards achieving your business' full potential.
Collaboration - We have confidence in our synergy. We believe that by working together, sharing and combining ideas, we will not only lead in realizing shared goals, but also in producing results that far surpasses expectations. Out of this comes the added benefit of an enhanced connection that makes the journey towards success even more satisfying.
Integrity - We greatly value the trust bestowed to us and more than that, the very act of trusting us is priceless in itself. That’s why we are dedicated to develop and maintain a level of integrity that gives our customers the feeling of being secure in our services.
Seamlessness - Every second counts, but so does the end product to which those seconds were spent. That is why in everything we do, we make sure that resources are aptly spend, without allowing any compromise on the end results.
Excellence - In every endeavor, success is always the ultimate aim, but in eLink, that is not the case. Our everyday goal is to be outstanding, be it in the big or small roles we hold and because we do exceptionally well, success is the one that’s chases us, and not the other way around.
Follow our company FB page: www.facebook.com/eLinksystemsandconceptscorp
Visit our website: www.elink.com.ph

2 to 4 Years Experience