urgent QA Analyst | alabangIBEX Global

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URGENT! QA Analyst | Alabang
Location PH
ID 2021-4067
Job Family Quality Assurance Employment Status Probation
Overview
The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.
Responsibilities
Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
Identify and report any required training issues to department management and trainers.
Take an active part in the evolution of the attribute document
Identify changes that need to be made to our evaluation tool
Create and update standards as appropriate
Create scripting and resources for agents when requested or needed
Provide in-depth comments on evaluations for manager coaching
Train new members that join our team
Follow up with issues identified to ensure they are resolved
Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
Team Accountability (QA and CSi Performance) - weekly progress report with action items
Attend and actively participate in weekly calibration and facilitation on a rotational basis
QA Orientation for New Hires - as needed
QA Orientation for Cross Skilling of agents - as needed
Facilitation of Mock Calls and Certification - as needed
Perform other duties and special projects as assigned.
Qualifications
Qualifications:
Minimum 1 year previous experience as a Quality Analyst
Knowledge:
Intermediate knowledge in MS Office especially MS Excel
Previous front-line experience and successful completion of program specific training on the program being supported is required.
Skills:
Strong interpersonal communication skills
Effective oral and written communication skills
Team-oriented and Self-motivated
Performance-oriented and Results - Oriented
Exception performance History in the area of Quality Performance and CSi
Abilities:
Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
Ability to respond positively to changing environment
Ability to exhibit professionalism/credibility in his/her facilitation skills
Demonstrated ability to work with and lead a team
Demonstrated ability to communicate effectively and professionally with internal and external associates
Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)
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IBEX Global

Alabang, Muntinlupa City
Permanent
Full-time