Quality Control AnalystWonders Corporation

Job Description:
As a Quality Analyst, your responsibilities include the following:
May be responsible for monitoring associate call and tool usage in adherence to the process.
Responsible for meeting contact center weekly/monthly goals.
May be responsible for completing monitoring forms including comments detailing associate performance saving all results in the database for review.
Responsible for making recommendations for process/performance improvements for the manager/supervisor to coach their teams.
Submission of needed reports per request of the business
Identifies problems that may arise based on data/reports generated
Mentoring and coaching when needed, including facilitating meetings and/or trainings
Requirements
One to two years customer service experience.
Previous call center experience.
Minimum of 6 months experience on campaign(s) for this company with demonstrated high quality performance.
For NW QC - Certified through NW Training, preferably with both NW and SME background
For Escalations QC - Certified through Escalations Training
Strong PC and office software skills. Proficiency in Excel
Familiarity with agent level vs enterprise level reports
Excellent verbal and written communication skills required.
Strong attendance record and ability to maintain personal metric goals.
Proactive with work
Flexible with schedule and demands of the job
Highly analytical
All QCs are expected to undergo any required training/certification specific to the job requirements
QCs are expected to act as SMEs to gain expertise in skills/product knowledge
QCs are called on (as needed by the business) as SMEs during peak season or after a new hire batch is transferred to Operations
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time