Quality AnalystIBEX Global

Overview
Overview
The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.
Responsibilities
Monitoring of Calls - 15-30 calls per day
Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
Identify and report any required training issues to department management and trainers.
Take an active part in the evolution of the attribute document
Identify changes that need to be made to our evaluation tool
Create and update standards as appropriate
Create scripting and resources for agents when requested or needed
Provide in-depth comments on evaluations for manager coaching
Train new members that join our team
Follow up with issues identified to ensure they are resolved
Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
Team Accountability (QA and CSi Performance) - weekly progress report with action items
Attend and actively participate in weekly calibration and facilitation on a rotational basis
QA Orientation for New Hires - as needed
QA Orientation for Cross Skilling of agents - as needed
Facilitation of Mock Calls and Certification - as needed
Perform other duties and special projects as assigned
Qualifications
Minimum 1 year previous experience as a Quality Analyst (for External)
Willing to work in Silver City Pasig / Parañaque
IBEX Global

Pasig City, Metro Manila
Permanent
Full-time