QA Analyst

JOB DESCRIPTION

1) Monitor, evaluate and score all inbound chats based to the company
standard operation procedure and guideline
2) Review, evaluate, and score open and closed customer issues tickets
against established quality assurance instruments and standards
3) Participate with calibration of feedback sessions, employee
communication sessions, and/or creation of communication tools to
provide never ending improvement
4) Supports and communicates business goals, quality standards,
processes and procedures and policies
5) Ensures the CSR adhering to pre-determined quality assurance
standards and the business’s standard operating procedures
6) Conduct / Lead training sessions (as needed)
7) Provides performance expectations, action plans and development
plans to improve every CSR chatting were in line with the Company
and Management standards
8) Provides accurate and timely reports on a daily, monthly, month-to-
date and year-to-date rolling basis on chat quality, productivity,
availability and other key metrics as determined

Requirement
1. Experience in checking, auditing and rectifying the error/mistakes
made by CSR when it comes to the interaction with customer.
2. Excellent communication skills, both written and verbal both in
English and Tagalog.
3. Strong computer skills and knowledge of QA databases and
applications used
4. Strong analytical and problem-solving skills
5. Meticulous attention to detail
6. Has a good and strong team player