Job Description

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.Trainer maximizes call center associate's effectiveness by ensuring representatives have thorough knowledge of products, services, can effectively use closing skills, troubleshoot, resolve problems and provide positive customer experience to Premier BPO's existing and potential customer base.JOB DESCRIPTION: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of customer care email responses. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for the team. Provides feedback to the team leader(s) and manager(s). Prepares and analyzes internal and external quality reports for management staff review.

• Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

• Prepares new representatives by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.

• Determines training needs by observing sales and service encounters; studying sales, technical, service and customer experience results reports; conferring with management.

• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.

• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

• Performs all other duties as assigned.

Assessment: Initial Interview QA Call Listening Session (scoring) Demo Teach (30 mins) Final InterviewJob Type: Full-timeSalary: From Php35,000.00 per monthBenefits:

• Paid training

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• QA: 1 year (Preferred)