We are searching for a quality assurance analyst to join our team who will be responsible for reinforcing positive agent behaviors and "best in class" execution of quality assurance call reviews in line with our corporate objectives.
DO NOT APPLY IF REQUIREMENTS ARE NOT MET.
RESPONSIBILITIES:
- Performs call monitoring and provides actionable insights, quality reports, and feedback to the CEO and Operations Manager
- Participates in the design of call/email monitoring formats and quality standards.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Conducts call listening to identify customer needs and expectations
- Facilitate call calibration/coaching sessions with the agent to ensure that agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Perform other duties as assigned.
REQUIREMENTS AND SKILLS:
- A minimum of two-year contact center experience with emphasis on quality assurance and customer service.
- Exceptional communication, listening and analytical skills
- Excellent coaching and training skills
- Strong interpersonal skills and a team player
- Ability to multitask and successfully operate in a fast paced, team environment.
- Own work equipment: Desktop computer with camera or laptop computer with WINDOWS Operating System (OS)
- USB noise-canceling headphone
- At least 25 Mbps internet speed and back up internet
- Amenable to work during weekends and night shift (Pacific Time US)
- Available to start immediately (DO NOT APPLY IF STILL EMPLOYED)
Send the following application requirements to be scheduled for an interview:
1. UPDATED Resume
2. Skype ID
3. 30-Second video introduction
Job Type: Full-time
Pay: From Php8,500.00 per week
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