Quality Analyst (QA)
- Posted 2 months ago
- Be among the first 10 applicants
Job Description
Position: Quality Analyst (QA)
Number of hours: 40 Hrs/week
Schedule: TBD
Number of hours: 40 Hrs/week
Schedule: TBD
- Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies.
- Conduct regular quality audits and provide detailed reports on agent performance.
- Develop and update quality monitoring checklists, scorecards, and guidelines.
- Provide constructive feedback and coaching to agents to improve their service delivery.
- Identify trends, gaps, and areas for improvement in customer interactions.
- Collaborate with training and operations teams to enhance agent performance.
- Assist in the development and implementation of quality improvement initiatives.
- Track and report key quality metrics such as CSAT, FCR, and AHT.
- Ensure adherence to client and regulatory requirements.
- Participate in calibration sessions with stakeholders to align quality expectations.
- Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment.
- Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs.
- Experience in solar energy is preferred.
- Residency in Bulacan, Philippines is a plus.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong verbal and written communication skills for providing feedback and reporting.
- Proficiency in quality monitoring tools, CRM software, and reporting tools.
- Ability to work independently and manage multiple tasks efficiently.
- Bachelor's degree in Business, Communications, or a related field is a plus.
- Experience with Six Sigma or other process improvement methodologies.
- Knowledge of omnichannel support (voice, chat, email, social media).
- Familiarity with compliance and regulatory requirements in a customer service environment.
More Info
Key Skills
customer service KPIs
process improvement methodologies
omnichannel support
quality monitoring tools
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