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ibex

In Team QA - Amazon - Davao

ibex Philippines

Outsourcing/Offshoring · 10,001+ employees

Nov 03
qa Junior (0-2 yrs) Temporary Philippines
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About the role

Monitor and evaluate 15–30 calls per day, maintain quality measurement data, and prepare reports on performance and improvement opportunities. Support coaching, training, calibration, quality standards and evaluation tools, and collaborate with supervisors, agents, and other teams to resolve issues and improve processes.

What they look for

Call Quality Monitoring Quality Assurance Quality Reporting Data Entry Performance Analysis Process Improvement Training Needs Identification Evaluation Tool Development Standards Development Agent Coaching New Hire Training Calibration Call Facilitation Customer Service

Requirements

At least one year of previous call center experience is required. No education requirements are specified.

Full description

Overview

The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

Responsibilities

  • Monitoring of Calls – 15-30 calls per day
  • Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
  • Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
  • Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
  • Identify and report any required training issues to department management and trainers.
  • Take an active part in the evolution of the attribute document
  • Identify changes that need to be made to our evaluation tool
  • Create and update standards as appropriate
  • Create scripting and resources for agents when requested or needed
  • Provide in-depth comments on evaluations for manager coaching
  • Train new members that join our team
  • Follow up with issues identified to ensure they are resolved
  • Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
  • Team Accountability (QA and CSi Performance) – weekly progress report with action items
  • Attend and actively participate in weekly calibration and facilitation on a rotational basis
  • QA Orientation for New Hires – as needed
  • QA Orientation for Cross Skilling of agents – as needed
  • Facilitation of Mock Calls and Certification – as needed
  • Perform other duties and special projects as assigned.

Qualifications

  • Minimum 1 year previous Call Center experience

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