Quality AnalystTraining and Marketing Professionals Inc.

JOB DESCRIPTION
 
Job Description:
The Customer Experience Quality Analyst is responsible for monitoring and delivering recommendations on our customer support representatives, programs, processes, and documentation to ensure compliance with internal company requirements and/or institutional regulations.
RESPONSIBILITIES:
- Be the 2nd-in-command POC or representative if Quality Team Lead is not available
- Perform monitoring and evaluation and post-activity reviews using our Customer Experience QA tools
- Prepare, facilitate, and document calibration sessions, Quality Talks, and/or Quality refreshers with Quality Analysts/Team Lead/Team Manager
- Ensure consistency in scoring and adoption of GCash’s Customer Experience QA Framework
- Create and analyze reports on evaluation data
- Coordinate with other Quality Analysts to continuously improve the QA Framework and scorecards, including the development of QA programs
- Scrub CSAT and DSAT tickets, perform root cause analysis with Senior QA/Team Lead/Team Manager and creates action plans and implements new practices
- Provides structured and timely recommendation through verbal / written feedback to Team Lead or Team Manager
- Meet individual and team targets and KPIs
- Performs other similar and related duties as required or directed
JOB QUALIFICATION
URGENT HIRING!!
Training and Marketing Professionals Inc. is in need of Customer Experience Quality Analyst – NCR (GLOBE TELECOM - GCASH PROJECT) - Work from home setup until further notice
- Well known telecommunications company
- With strong career development programs
QUALIFICATIONS:
- Bachelor's Degree holder
- At least 6 months of work experience as Quality Associate/Specialist
- With outstanding interpersonal communication skills and cross-functional relationship building skills
- Proficient in written & spoken English (at least at B2 level)
- Must be creative, motivated, and capable of working on your own as well as part of a team
- Must be a fast-learner and has the ability to keep up-to-date with product changes and new features
- With constant desire and ability to build and implement new processes that improve our customer’s experience
- Customer-centric & has excellent customer service skills
- With the ability to analyze data and create and review processes, procedures, and policies
- Well-versed in MS Office or Google Suite applications, Lucid chart (any work chart software)
- Well-organized, good at time-management, planning & execution
- Work experience in a startup is big plus
APPLY NOW!!
Send your updated resume with photo at R.n.a.r.o.n..t.m.p.i.c.o.m.p.h | c.a.r.e.e.r.s..t.m.p.i.c.o.m.p.h or contact [Protected Info].3.3.4.7.
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Engineering (Computer/Telecommunication)
Specialization
Customer Service
Quality Assurance, Customer Service Associate, Google G Suit, KNOWLEDGE IN MICROSOFT OFFICE, Data Analyzing