Quality Analyst

DESCRIPTION

The QA - Trainer ensures that quality is met by all agents in all calls. They also facilitate refreshers and trainings of new programs whenever necessary

RESPONSIBILITIES

• Facilitate QA Talk as part of the New Hire Orientation.
• Develop curriculum and create materials for training.
• Assist in the roll out of new programs or campaigns
• Recommend script and/or process changes and/or improvements.
• Approve SME submitted spot checks.
• Audit calls to ensure adherence to quality and coach concerned agents to improve performance.
• Provide sample calls needed for client calibration
• Attend weekly calibration meetings
• When necessary, they could also conduct refreshers and/or training.
• Other duties that may be assigned from time to time

QUALIFICATIONS

• Excellent Communication Skills - oral, written and listening skills included
• Preferably with at least 6 months tenure in the same role
• Outstanding attendance record with minimal concerns
• Highly efficient with excellent Time Management and communication Skills. 
• Receptive to feedback and willing to modify approach to improve
• Proficient in handling basic software, internet and has good navigation skills
• Experience in coaching/mentoring, materials development.
• Comfort in teaching or public speaking
• Self motivated: able to finish a task with minimum oversight
• Highly Competent and Efficient.

SHIFT & SCHEDULE

• Graveyard Shift
• Work on Philippine Holidays