Quality Assurance Analyst

Cebu, Cebu

Posted more than 30 days ago

Company:: Neksjob
Company Description:: Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.
Contract Type:: Full Time
Experience Required:: No Experience
Education Level:: Senior High School
Gender:: Any
Number of vacancies:: 1

Job Description

Responsibilities:
- Monitors calls and provide feedback to agents
- Partner with the training team in providing feedback that would improve overall quality of performance
- Participates in call calibrations, monitoring with client and operations team expert on product support, escalations, verifications
- Coach and develop agents on quality, customer satisfaction and policies and procedures of the account
- Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause
- Generates reports and quality updates
- Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager
- Defining the quality parameters to the agents and defining the scope of improvisation
- Perform other duties assigned

Qualifications:
- Quality Analyst Experience in BPO
- Collections Experience
- Can work Onsite