Quality Assurance Analyst - dayshiftNeksjob Corporation

Job Description
Position: Day Shift Quality Assurance Analyst
Salary Range: PHP 25,000 - PHP 30,000
Location: Makati City
Job Summary:
We are looking for a Quality Assurance Analyst to be part of our team. The primary
responsibility of the Quality Assurance Analyst will be to monitor and evaluate the quality of
customer service provided by our customer service representatives. The Quality Assurance
Analyst will work closely with the operations team to ensure that all customer interactions meet
the company's quality standards and that all customer inquiries and issues are resolved
efficiently and effectively.
Key Responsibilities:
Conduct quality evaluations of customer service representatives interactions with customers
through a variety of channels (phone, email, chat, etc.)
Provide regular feedback to customer service representatives on their performance and
identify areas for improvement
Analyze quality evaluation data to identify trends and areas for improvement in our customer
service processes and procedures
Work with the operations team to develop and implement quality improvement initiatives
Collaborate with other departments to ensure that all customer inquiries and issues are
resolved efficiently and effectively
Create and maintain quality monitoring reports and dashboards
Participate in regular calibration sessions with the Quality Assurance team to ensure
consistency in evaluation processes
Provide recommendations for training and development opportunities for customer service
representatives based on evaluation results
Qualifications:
Bachelor's degree in a related field (such as business, communications, or customer service)
preferred
1-3 years of experience in a quality assurance role within a BPO or customer service
environment
Excellent communication skills, both written and verbal
Strong analytical skills and attention to detail
Experience with quality monitoring software and tools
Ability to work independently and in a team environment
Strong organizational and time management skills