senior Quality Assurance Analyst24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are looking for a Senior Quality Assurance Analyst who will be responsible for coaching agents and driving performance improvement that impacts quality related metrics in accordance with 24-7 Intouch and customer requirements.
As Senior Quality Assurance Analyst, You Will...
Deliver quality related reports and insights to stakeholders
Monitor and document progressions regarding internal and external escalations for the site
Facilitate weekly calibration sessions with the team to ensure alignment across all auditors are observed
Plan weekly QA task assignments and deliverables as aligned with current business needs and statement of work
Achieve daily/weekly/monthly monitoring targets for all channels
Scrub tickets to identify root causes (controllable vs uncontrollable)
Provide structured and timely recommendation through verbal and/or written feedback to a Quality Supervisor/Manager
Initiate Quality Talk for new hires post-training to determine readiness and supplement concepts that were learned in the classroom
Develop and conduct team QA refreshers to address QA deficiencies and/or improvement opportunities
Conduct calibration sessions to rate the same interaction(s), ensuring process alignment and upholding the same expectation
Meet individual and team targets and KPIs
Source for all quality related updates
Perform other similar and related duties as required or directed
Requirements
As Senior Quality Assurance Analyst, You Have...
Bachelor Degree or other post-secondary degree in a related field
1 year front-line call centre experience (required)
2+ years of Quality Assurance experience (required)
Strong verbal and written communication skills - Must have very good spelling and grammar skills
Good organizational and time management skills
Ability to make fair and consistent judgments and decisions
Strong leadership, decision-making, and analytical skills
Ability to solve problems and offer suggestions in a positive developmental manner
Intermediate knowledge of MS Excel, MS Word, and MS Office (required)
Ability to listen attentively
Ability to use call information to analyze and score Representatives calls to ensure compliance with performance metrics
Ability to work a variety of shifts including days, afternoons, evenings, evenings, and holidays
Ability to perform basic mathematical functions to ensure scoring accuracy
Ability to type 20 wpm minimum with accuracy
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Metro Manila
Permanent
Full-time