Overview
Quality Assurance Analyst Jobs in Makati, National Capital Region, Philippines at Probe CX
Title: Quality Assurance Analyst
Company: Probe CX
Location: Makati, National Capital Region, Philippines
Job Description
Key Responsibilities:
- Monitoring and Evaluation:
- Listen to and evaluate recorded calls, chats, emails, and other interactions between agents and customers.
- Assess agent performance against established quality standards, metrics, and client requirements.
- Evaluate process adherence and identify deviations from standard operating procedures (SOPs).
- Data Analysis and Reporting:
- Collect and analyze data from quality evaluations to identify trends and patterns.
- Prepare and present regular reports on quality performance, highlighting areas of strength and areas for improvement.
- Track and monitor key performance indicators (KPIs) related to quality.
- Feedback and Insights:
- Provide constructive feedback to agents on their performance, both individually and in team settings.
- Collaborate with team leaders and supervisors to address quality issues and implement corrective actions.
- Calibration and Standardization:
- Participate in calibration sessions with clients and internal stakeholders to ensure consistency in quality evaluations.
- Contribute to the development and maintenance of quality standards, evaluation forms, and procedures.
- Ensure adherence to client-specific quality requirements.
- Process Improvement:
- Identify opportunities for process improvement and recommend solutions to enhance efficiency and effectiveness.
- Participate in process improvement initiatives and projects.
- Document process changes.
- Compliance:
- Ensure all interactions adhere to company and client compliance standards.
- Stay informed of all changes to policies and procedures.
