Talent.com
iQor
Quality Analyst - Call CenteriQor • Talisay City, Negros Occidental, Philippines
Quality Analyst - Call Center

Quality Analyst - Call Center

iQor • Talisay City, Negros Occidental, Philippines
15 days ago
Job description

Job Summary:

Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs

Responsibilities:

  • Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
  • Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
  • Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures
  • Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
  • Identify and support other opportunities for quality improvement across the team.
  • Develop materials and process documentation to support training, as needed.
  • Performs other duties as assigned.

Skills Requirements:

  • 1 or more years of call center experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

Create a job alert for this search

Quality Analyst - Call Center • Talisay City, Negros Occidental, Philippines

Similar jobs

People Technology Specialist

Tap Growth aiBacolod City, Negros Occidental, PH

We're Hiring: People Technology Specialist!.At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle.This isn’t just a philosophy—it’s the foundation of who we are and what we do.As a Peopl... Show more

Mid-level Software Engineer - Bacolod

OrangeandbronzeBacolod City, Western Visayas, PH

O&B is seeking a skilled Mid-Level Software Engineer to join our expanding team.This role involves creating and deploying reliable Java applications for diverse industries, such as CRM, Fintech, e-... Show more

 • Promoted

People Technology Specialist

UbiquityBacolod City, Negros Occidental, PH

We're Hiring: People Technology Specialist!.At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle.This isn’t just a philosophy—it’s the foundation of who we are and what we do.As a Peopl... Show more

Director, Service Delivery

TeleTech Holdings, Inc.Bacolod City, Western Visayas, PH

Job Description - Director, Service Delivery (048EU).Your potential has a place here with TTEC’s award‑winning employment experience.As a Director - Service Delivery working onsite in either Bacolo... Show more

 • Promoted

Accounts Payable Specialist

Asiacruit BPO, Inc.Bacolod City, Negros Island Region, Philippines

At Asiacruit, we connect top talent with forward-thinking organizations across industries.Our mission is to help businesses grow through smart, strategic, and people-focused solutions.We support co... Show more

Statistical Programmer II

ICONRemote, Philippines

Statistical Programmer II - Philippines - Remote.At ICON Strategic Solutions, you will work in a sponsor-dedicated model, supported by ICON’s global expertise.As the world’s largest FSP organisatio... Show more

Accounts Receivable Specialist

Asiacruit BPO, Inc.Bacolod City, Negros Island Region, Philippines

At Asiacruit, we connect top talent with forward-thinking organizations across industries.Our mission is to help businesses grow through smart, strategic, and people-focused solutions.We support co... Show more

System Engineer

Asiacruit BPO, Inc.Bacolod City, Negros Island Region, Philippines

Asiacruit is your trusted partner for Employer of Record (EOR) and compliant workforce management solutions.We help businesses scale with global professionals, seamless integration, and cost effici... Show more