Quality Analyst

Position overview

As an Operations Quality Analyst you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

Key responsibilities

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics
• Identify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to address
• Conduct monthly workshops for bottom performers to address common issues identified during the audits
• Provide more focused QA support to agents during nesting and their first 90 days
• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations
• Support complex customer issues/ escalations when required by the account
• Stay up to date as required by account (taking operations calls or other defined)
• Support the onboarding and development of less experienced members of the team
• Support the creation of QA related presentations for leaders and attend client interactions when required

Core competencies

• Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies

• N/A no people management accountabilities

Functional competencies

• Strong attention to detail and advanced analytical skills
• Proficient in agent performance monitoring tools and basic data analysis software
• Excellent oral and written communication skills
• Ability to create and deliver presentations to senior stakeholders
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications

• 3+ years of experience as Quality Analyst in a BPO Setting
• Bachelor’s degree in, Business Administration, Data Analytics or similar field or equivalent experience
• Excellent verbal and written communications skills
• Background in Financial of FinTech account is preferred
• Amenable to work 100% onsite in Quezon City