Quality Assurance AnalystUnity Communications & Consulting Group, Inc.

Your Day-to-Day:
Directly reporting to Onboarding & Measurements Team Leadership (Director & Manager)
Partner with Operations to ensure agents meet Key Performance Indicators (KPIs)
Email, call, & systems monitoring (side-by-side or recorded), to provide trend data to client & Unity management
Coordinate and facilitate coaching for call center agents
Provide Stakeholders feedback, recommendations, & action plans (w/baseline stats/reporting of effectiveness)
Prepare & analyze internal and external quality reports for Stakeholder review/use
Aid trainers to roll out new processes/procedures
Conduct TNA (Training needs Analysis) and RCA (Root cause Analysis)
Implement & take lead on QA processes for personal and professional development
Calibrate w/Stakeholders to ensure all processes/procedures are effective for short/long-term success
Support and occasionally supervise trainees & mentors, including assessing skills and knowledge
Contribute and document individual data for all QA related activities in Asana platform & shared resources
Willingness, and perhaps even a passion, to use software and shared folders for accessibility of quality monitoring and other data and team performance use
Perform other duties as assigned by Leadership
The Mindset
We truly care. Our clients come to us for solutions... and while there are often many, we believe in finding sweet spots. Do you focus on challenges until they are overcome in the best way you can imagine? Do you enjoy strengthening an environment that helps teams work well and cohesively and want to achieve great things? Are you optimistic and confident that you can build a great future for yourself and a company who wants the same?
Check out our Facebook, LinkedIn, and Instagram pages to get a glimpse of the Unity Communications life!
The company is headquartered in Arizona, and we have employees and teams all over the world.
We at Unity Communications respect, appreciate, and celebrate diversity. Everyone on every team is important to us, it is our continual goal to truly take care of one other.
Unity Communications, founded in 2012, is a BPO with a worldwide presence. We build capable teams who embody their positive, optimistic attitude so that we may all get the job... not just done but done well. Our goal is to provide the best solutions for our client's growth and success.
The Unity vision is to consistently improve the secret sauce which makes it a great environment to work in, grow with, and take pride in the 5-Star service our clients have come to rely on. We work to create opportunities and processes to support our teams to maximize their productivity and maintain a happy work-life balance. We invite you to apply to be a part of our unique Unity culture.
Are you:
Confident being a caring and thoughtful guide for new team members while also providing the same care to seasoned professionals?
Passionate about helping customers and business to succeed? Living and breathing customer solutions and never (ever) giving up until the problem is solved?
A thinker who can find solutions to form essential connections between the forest and the trees, since you enjoy providing feedback for process improvement and efficiencies?
Reliable, self-motivated, trustworthy, with a natural instinct to not learn from every mistake you make but also take measures to improve with the newfound knowledge from those mistakes?
How you can make an impact:
Work closely with stakeholders, some who have no idea how to know what you do, who can all, regardless of their ability, truly benefit from your unique abilities to set knowledge and quality process up for long-term success.
Ensure we at Unity are doing everything to assure client's adoption of our services, maybe even better than, the way they imagine it can be.
Employ and analyze data and measurements while keeping keep an eye out for the not-so-simply-measured goals and solutions that support our clients' business goals.
Utilize process knowledge to setup best practices to help maximize the value of our services.
Delivering world class service to optimize end-user experience through agent onboarding and beyond.
What you'll need:
2 years+ experience in BPO Industry Quality Assurance
Strong relationship and Stakeholder (Clients, Management, & Agents) management & communication skills
Strong English (spoken and written) communications skills
Active listening skills with ability to understand pain points and help determine solutions
Strength of working well under pressure to handle a wide variety of activities and confidential matters with discretion, so that you may use your singular knowledge to help our service shine
Comfort with being a shared resource for the entire company
A sense of urgency for accurately measuring & monitoring for QA issues daily, weekly, monthly, etc., while monitoring incoming messages, and proactively owning your ongoing work for follow-up
Experience with and desire and ability for learning and work with multiple technology platforms
Experience with Office products including Word, Excel, Adobe, etc.
Excellent organizational and prioritization skills with a detail-oriented approach
An understanding of business process improvement methods
Comfort with reporting to, and working in, the Cavite office Full Time (WFH is possible on occasion, but not the norm in this role; you will possibly be in the office every day). Ability to travel to other locations for a week or longer on rare occasions.
Comfort with being On-Call for escalated needs.
Nice to have:
Experience maintaining detailed records.
Experience using Project Management software such as Asana.
Knowledge or experience in visually pleasing reporting on data with accuracy, and efficiency.
A love for efficiencies to minimize time spent on repetitive tasks.
Location: Worldwide, and you will be based in the office M-F 5am-2pm Pacific Standard Time (no time change) in Imus, Cavite. Please note that you will be required to have the flexibility to travel to a future location in Pasay and others as we expand (around 20% of the time).
Flexitime
Paid Vacation Leave
Gym Membership
Medical / Health Insurance
Paid Sick Leave
Other:
Teambuliding events
On-site parking
Promotion to permanent employee
Pay raise
Opportunities for promotion
Health insurance for additional family members/partners upon Regularization
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