QA Analyst - Day Shift Account
Telexpress Contact Center, Inc. - Makati
Reviews transactions, customer interactions and assessment of quality accuracy which includes but not limited to the actual transaction review, reporting of results (quality yields), and analysis of trends and causes.
Performs real time and/or historical call monitoring and provides trend data to Team Leaders and Managers.
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
Participates in design of call monitoring formats and quality standards.
Participates in internal and client calibration sessions.
Performs other duties as may be assigned by the Training and Quality Assurance Manager.
Minimum of two (2) years call center experience required
At least one (1) year call center QA experience required
Excellent oral, written and interpersonal communication skills
Excellent documentation skills: proficient in working with MS Office
Exceptional analytical and listening skills
Self motivated, patient, empathetic and goal/team oriented
Proven, logical problem solving ability
Resourceful with the desire to initiate change
Manage multiple tasks on an ongoing basis
Can work under pressure and stress
Determined and independent
Flexible and dynamic
Office Address: 7F Unit A & B Trafalgar Plaza
105 H.V. Dela Costa St., Salcedo Village, Makati City 1227 Philippines