Sr. Associate QA
Reporting Analytics Operations
Salary
Location
Job Overview And Responsibility
TIME BASIS TASKS DAILY • Monitors Agent's performance daily by recording, listening to, and evaluating calls, tickets or transactions based on client's goals and expectations. • Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met. WEEKLY • Attends in calibration sessions (internal and external) to ensure consistency in scoring evaluations. • Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports. • Attends meeting set by clients on a weekly basis. MONTHLY/ • Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action. QUARTERLY/ANNUALY • Reports complaints, challenges, obstacles or questions to appropriate departments. OTHERS • Communicates with Team Leaders, Supervisors or Manager on program changes and communicates actions for feedback purposes. • Performs other duties as assigned.
Required Skills and Experience
Education • Completed Bachelor's Degree in Engineering, Science Computer Science Experience • At least 2 years of professional experience in the BPO space. Handling blended campaigns (Voice, Chat, Email) is an advantage • Minimum of 1 year of experience in a quality role Technical • Good understanding of quality tools and systems. Ability to create and publish reports on key customer metrics
Why Candidate should apply this position
Allowance - PHP 1500.00 monthly rice allowance from Day 1 HMO - Day 1 coverage + 1 free dependent - Optional to enroll one more (premium will be salary deducted) - 10 VL (earned monthly) - 10 SL (earned monthly) - Annual Leaves - 1 Birthday Leave - 3 Emergency Leaves (supporting docs required) from Day 1 - Other Govt-mandated leaves - Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.
Preferred skills and experiences
- Knowledge in MS Access, SQL, and other BI Tools and database is a plus
Report to
Management Team
Interview process
3 rounds
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