URGENT HIRING QUALITY ANALYSTS

Urgent Hiring — QUALITY ANALYST (for a Non Voice Account)

Company Name: ONE CONTACT CENTER (Direct Hiring Company)
Salary: Highly negotiable (depending on your set of skills and length of previous experience as a Quality Analyst)
Location: 33rd Floor, Antel Global building, Julia Vargas Avenue, Ortigas Center, Pasig City
Hiring Process: Essay Exam, Initial Interview, Final Interview, Job Offer

Job Description Overview:

- To monitor email and chat customer contacts daily
- To create a Daily/Weekly/Monthly Report and other communication materials
- To identify and report any required training issues to the management and the trainer
- To provide actionable data to various support groups as needed
- To provide in-depth comments on evaluations for coaching
- To provide feedback to team leaders and managers
- To prepare and analyze quality reports for management staff review
- To contribute to the QA scorecard evaluations
- To record feedback in order to inform the customer service representative about his/her areas of improvement
- To initiate necessary changes to the workflow and constant inundation of call center core process
- To check whether the customer service representative has incorporated knowledge, competence and comprehension in handling customer inquiries
- To respond positively in a changing environment

Qualifications/Requirements:

- Must have at least 6 months to 1 year of Quality Assurance experience in a BPO setting
- Excellent oral, written/typing and interpersonal communication skills
- Exceptional analytical skills
- Excellent in quality assessment skills
- Proficient in creating test designs and test plans
- Proficient with the creation and execution of test case/scripts
- Has an experience with defect tracking
- Has the knowledge of automated testing tools
- Strong knowledge of customer care processes and techniques
- Demonstrated ability to work well in a team environment
- Dedicated in providing exceptional customer service
- Willing to work on a graveyard shift

You can APPLY either:
- Send resume application to this email: [email protected]
- Call or text 09173932272 for interested applicants or any inquiries regarding the job post
- Drop by at the office from Mondays to Fridays 8:30AM to 5PM or Saturdays 8:30AM to 2:00PM then make sure to look for MARGARET for application processing

GRAB THE OPPORTUNITY NOW! BE PART OF A GROWING COMPANY!