Quality Assurance AnalystAdmerex Solutions Inc.

Description
Responsible for call quality monitoring and quality assurance
Uploads and manages voice call recordings
Ensures quality compliance by means of sales verification depending on the type of campaign.
Provides complete and accurate quality and productivity reports
Consolidates and tracks production stats at a team and individual level
Provides monitoring evaluation/s to agents thru team leads with recommendations, changes and /or enhancements to improve skills
Coordinates with TLs, Managers and Trainers -
Coordinates and facilitates call calibration sessions provides feedback and action plans to improve processes
Announcement of quality guidelines and updates/revisions (if any)
Helps in providing training, coaching, feedback and assistance to agents in making sure they understand new policies and procedures for quality
Other tasks related to the aforementioned responsibilities may be assigned due to business needs.
Job Requirements:
At least 1 year of experience as Quality Assurance Analyst/Specialist in the BPO industry.
Excellent communication skills both oral and written.
Should have an in-depth knowledge in MS Office applications mainly MS Word and Excel.
Should be flexible in terms of working in different shifts.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English
Availability for travel: No
Availability for change of residence: No

Mandaue City, Central Visayas ·  Today, 12:14 PM
Work type
Full Time