Quality Assurance Analyst - Dayshift/15

Day Shift Quality Assurance Analyst
PHP 25,000 - PHP 30,000
Makati City
Key Responsibilities:
- Conduct quality evaluations of customer service representatives interactions with customers
through a variety of channels (phone, email, chat, etc.)
- Provide regular feedback to customer service representatives on their performance and
identify areas for improvement
- Analyze quality evaluation data to identify trends and areas for improvement in our customer
service processes and procedures
- Work with the operations team to develop and implement quality improvement initiatives
- Collaborate with other departments to ensure that all customer inquiries and issues are
resolved efficiently and effectively
- Create and maintain quality monitoring reports and dashboards
- Participate in regular calibration sessions with the Quality Assurance team to ensure
consistency in evaluation processes
- Provide recommendations for training and development opportunities for customer service
representatives based on evaluation results

Minimum Qualifications: - Bachelor's degree in a related field (such as business, communications, or customer service)
preferred
- 1-3 years of experience in a quality assurance role within a BPO or customer service
environment
- Excellent communication skills, both written and verbal
- Strong analytical skills and attention to detail
- Experience with quality monitoring software and tools
- Ability to work independently and in a team environment
- Strong organizational and time management skills