Quality Assurance - BPO Ecommerce - Cebu City

About the job : Quality Analyst - Ecommerce (Cebu) | Onsite

Nature Of the Account : Ecommerce

Start Date : ASAP

Type of Support : Non-voice

Work Arrangement : 100% Onsite (Cebu)

Shift Schedule | Rest days : 24x7

Educational Requirement :

Finished at least 2 years in college without back subject / s

Work Experience :

At least 2+ years experience as QA Analyst in a BPO setup (preferably in retail domain)

Any domain

Good communication skills

Responsibilities :

Monitoring and Evaluation : Quality analysts assess the quality of interactions, such as calls, emails, or chats, against established criteria. They listen to calls, review emails, and analyze data to identify areas of improvement.

Performance Analysis : They analyze agent performance, providing feedback and coaching to improve their skills and adherence to processes.

Process Improvement : QAs identify areas where processes are inefficient or broken, and they work to implement solutions and improvements.

Report Generation : They create regular reports on quality metrics, performance trends, and areas for improvement, often sharing these with management and other relevant teams.