Quality Assurance Analyst (bpo setting)Stellar Philippines, Inc.

Minimum Qualification: - must have previous Quality Assurance Analyst Experience (either ina regular or QA Trainee/Apprentice role) - at least 6 months of experience as a CSR/Agent in the BPO Industry - must be willing to work onsite in Cubao Job pur Minimum Qualification: - must have previous Quality Assurance Analyst Experience (either ina regular or QA Trainee/Apprentice role) - at least 6 months of experience as a CSR/Agent in the BPO Industry - must be willing to work onsite in Cubao Job purpose: Conduct regular transaction monitoring operators/agents to determine compliance with quality standards provide timely coaching feedback create, implement, and maintain QA reports. Responsibilities: Monitor operator / agent transactions Conduct transaction monitoring or call audits based on monitoring guidelines Analyze and evaluate as per client requirement Identify areas of strength and opportunity of each agent Challenge existing processes that contribute to low FCRs. Identify trends attributable to the improvement of scores or otherwise. Provide feedback and areas for improvement Prepare action plans for agents Prepare reports and provide support to program management Prepare call/chat observation report, agent quality monitoring report, client updates and other reports/documents as needed (e.g. RCAs, FMEA, CSAT, etc.) Attend and participate in internal and external client calibration sessions regularly or as scheduled Compile and provide recommendations to QA Manager to improve call/chat quality Occasionally handle calls/chats when needed Effectively control the speed of the call/chat to ensure accuracy Meet all set KPI's as required by Stellar and the client Other Provide assistance in agent training and development Complete tasks delegated/assigned by the QA Manager Perform other reasonable duties as required
Monster

Quezon City, Metro Manila
₱252,000-288,000 per year
Permanent
Full-time