Quality Analyst – Call Center | BPO Operations

• Assist in developing, creating, and implementing call center quality processes and procedures.
• Making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Qualifications:

• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Willing to report in Munoz Quezon City or Pasig City.