Quality Assurance Analyst

Job Responsibilities:

• Conduct real time coaching to the campaign’s approvers and provides trend data analysis to the Ops lead
  and the QA team
• Performs real time and/or historical audits and evaluation to campaigns.
• Uses quality monitoring data management system to compile and track performance at team and individual levels
• Participates and initiates calibration sessions.
• Conduct first to second level analysis on quality defect trends and error
• Prepares additional Reports including meeting minutes and calibration report
• Using Information and Analysis for Quality Improvement
• Participate in Team Meetings and Process Reviews, providing feedback on quality issues
• Conduct teach-back sessions, QA coaching and refresher training sessions.
• Coordinate with Operations Team Leaders to discuss error trends and performances of Agents.
• Ensure quality results are documented and communicated to Management for appropriate action - Provides
  feedback to Assistant TL and OPS lead on coaching opportunities.
• Utilizes escalation data to track and trend issues for management intervention and potential discussions
  within and other departments.
• Performs other related duties and assignments as required and assigned by immediate Assistant TL and
  Ops Lead.

Job Qualifications:

• At least Bachelor’s degree holder of any course
• Knowledge of customer service practices
• At least 1 year of previous experience in Customer Service role (Voice or Non-Voice)
• Experience in conducting research and analytics, supported by strong computer proficiency skills
• Experience in mediation and conflict resolution techniques
• With at least C rating in EFSET Testing
• Experience in conducting research and analytics, supported by strong computer proficiency skills
• Experience in mediation and conflict resolution techniques
• With basic knowledge in Microsoft Excel formulas and MS Powerpoint