Quality Analyst

This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit’s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience.Quality Analyst

Education:

• Two years of College Education

• Minimum 1 year call center experience.

Experience:

• Minimum 6 months call center experience in supported account

• Must be a regular and certified employee in their current role

• Has no disciplinary action for the past 6 months.

• Must meet a minimum of 4 out of 6 months on all KPIs with outstanding attendance record.

• No critical Incidents reported

• With Good Communication, Presentation, Interpersonal and Analytical skills

• Experience on actual analysis is a plus

• Preferably with strong Healthcare background

• Must have the ability to engage and influence people across levels of the organization

• Able to drive change and manage team performance

• Willing to be assigned to Iloilo or Manila

Mandatory Skills:

• Highly focused, detail-oriented, and client-centric mindset

• Capable of setting and meeting deadlines

• Ability to manage time effectively

• Excellent communication skills

• Proven problem-solving skills

• Ability to work well in both independent and highly collaborative settings

• Ability to excel in fast-paced work environment

• High degree of proficiency in relevant computer skills (MS Office)

Roles & responsibilities:

• Call/Transaction Monitoring:

• Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, e-mail, white mail)

• Encodes evaluations in a central repository and summarizes/analyses results

• Identify customer’s contact reasons and pain points/sentiments

• Works with Operations as an auditor as well as regulator of quality issues.

Customer Experience:

• Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys

• Evaluates surveyed calls based on customer survey verbatim and through call listening

• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls

• Call out any mismatch between survey verbatim and call listening

Calibration:

• Conducts Calibration Sessions with the Client and with Operations

Reporting:

• Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.

• Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered

• Provides updated, accurate and timely reports as required to the Quality Lead/Manager

• Reports all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Quezon City, Bridgetowne ZetaPhilippines

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