Quality Analyst Imus

What does a Quality Analyst do? Think of yourself as the go-to person for Teammates and clients that helps analyze, evaluate, and resolve back-end issues affecting their day-to-day tools, performance, and processes.

Imagine yourself going to work with one goal in mind: to ensure that Teammates maintain their Ridiculously Good quality of work and comply with our Ridiculously Amazing processes. Your main tasks center on being the first level of escalation in fixing problems and ensuring that clients’ complaints are resolved in a timely manner and avoided in the future.

As a Quality Analyst, you will:

● Prepare weekly and monthly reports on the quality of Teammates’ performance;

● Identify potential quality issues per a defined process and escalate ongoing quality issues to management;

● Verify implemented solutions or fixes to ongoing quality issues;

● Hold regular calibration sessions with your assigned teams, which include conducting side-by-side task monitoring and feedback sessions with Teammates and Team Leaders; and

● Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.

Do you have what it takes to become a Quality Analyst?

Requirements:

● Knowledge of customer service practices within and/or beyond the BPO space.

● Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related.

● Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications.

● Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies.

● Background in conducting research and analytics, backed by advanced computer proficiency.

● Experience in mediation and conflict resolution techniques.