Overview
Quality Analyst Jobs in Manila, National Capital Region, Philippines at Balboa Digital
Title: Quality Analyst
Company: Balboa Digital
Location: Manila, National Capital Region, Philippines
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
