Overview
Quality Analyst Jobs in Muntinlupa City, National Capital Region, Philippines at Concentrix
Title: Quality Analyst
Company: Concentrix
Location: Muntinlupa City, National Capital Region, Philippines
Candidate Profile:
With at least 1-2 years of experience as a Quality Evaluator/Analyst
Must be willing to work onsite in Alabang, Muntinlupa
Excel proficient
Has experience in doing call audits and quality metrics
What’s In for You?
Career Growth
Monthly Incentives Program
Competitive offer
Essential Functions/Core Responsibilities
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
