Quality Analyst
Quality Analyst
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Job Description
Key Responsibilities:
Execute Transaction and call monitoring in line with agreed service quality plan.
Provide coaching and feedback to agents.
Perform RCAs and report findings to Operations to develop actions for mitigation.
Identify Training needs and work collaboratively.
Participate in calibration sessions to bring about consistency in evaluation.
Process transactions/take calls to remain hands on process domain.
Perform process audits to ensure compliance to SOPs.
Share audit outcomes during pre and post shift team huddles.
Key Requirements:
Bachelors degree graduate any field.
23 years of prior work experience.
Experience working in the BPO Industry is an advantage.
Ability to work collaboratively and effectively in remote environments.
Eye for details Analytical Ability.
Collaborative partnership with other teams to bring about synergies.
Amenable to work full ONSITE in BGC Taguig.
Remote Work :
No
Employment Type
Full Time
