BPO Quality Assurance Analyst

Quality Assurance Analyst

Duties and Responsibilities:

• Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail).
• Provides quantifiable data to all quality judgments that are made.
• Works with Operations as an auditor as well as regulator of quality issues.
• Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
• Evaluates surveyed calls based on customer survey verbatim and through call listening
• Encodes evaluations in a central repository and summarizes/analyses results
• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
• Identify customer’s contact reasons and pain points/sentiments
• Identify all controllable (people) and non-controllable (process & systems) opportunities
• Call out any mismatch between survey verbatim and call listening
• Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
• Conducts Calibration Sessions with the client and with Operations.
• Conducts product specific coaching sessions with the agents regarding trends and quality.
• Experience in creating QA reports.

Qualifications:

• Preferably any 4-yr College Degree and/or equivalent experience.
• 1-2 years quality experience and call monitoring.
• Strong problem solving and analytical skills for driving results at all levels.