Urgent Hiring: TLC Quality Analyst
Office Address; 3F Equicom Center 3308 Zapote St., Brgy. Sta. Cruz, Makati City.
Qualifications
- At least 1-2 years experience in handling Quality in a BPO industry with extensive knowledgeincall center operations.
- Preferably graduate in any medical allied field.
- Excellent written and verbal communication skills in English .
- Excellent quality assessment skills.
- Gained mastery of call handling skills and have strong customer service orientation.
- Intermediate knowledge in MS Office (Excel, Word, Powerpoint, etc)
- Proficient in creating and executing test cases/scripts.
- Strong organizational and time management skills with the ability to plan and prioritize.
- Strong background in joint call monitoring with client, client services team and Operations
- Excellent analytical and judgment skills.
- Ability to demonstrate interpersonal skills necessary for client and site contact.
- Fast learner
Primary Duties And Responsibilities
- Perform real-time and/or historical transaction monitoring and provides trend data to programTeam Leaders and Managers
- Uses a quality monitoring data management system to compile and track performance at teamand individual levels.
- Responsible for preparation, analysis and timely completion and submission of internal andexternal quality reports for management staff review.
- Provides coaching plan frameworks and schedules to team leaders.
- Provides factual, constructive, and immediate feedback to agents directly and/or routedtotheteam leaders and senior team leaders.
- Provide actionable data to various internal support groups as needed .
- Prepares internal quality monitoring reports pertinent to quality measurement databasesystems for capturing and analyzing monthly to provide timely and accurate reporting oncall center performance.
- Responsible in participating in joint call monitoring with clients and Operations.
- Responsible with the Daily/Weekly/Monthly reports and other communication materials tohighlight quality metric performance achievements and identify areas of opportunities 10.) Interface with Operations, support business units, and other cross-functional areas tohelpdetermine quality needs and provide recommendations on continual process improvement.
- Work with Operations to develop incentive programs designed to improve center quality.
- Ensure that client quality and corporate customer satisfaction goals are met or addressedinatimely manner.
- Analyze customer satisfaction and dissatisfaction data; recommend solutions and accuracyattributes to address root cause.
- Assist in customization of quality review guidelines per client satisfaction and creationof theplan to achieve quality/customer satisfaction goals.
- Provide recommendations on improving the quality process to achieve goals and objectives.
- Develop a strong partnership with Client quality contacts to ensure quality goals and objectivesare calibrated.
- Coordinate efforts with the Training Group to ensure that appropriate traininganddevelopment is in place to address client quality initiatives.
