Quality Analyst Bpo

Responsibilities:- Participates in design of call monitoring formats and quality standards.- Performs call monitoring and provides trend data to site management team.- Uses quality monitoring data management system to compile and track performance at team and individual level.- Participates in customer and client listening programs to identify customer needs and expectations.- Provides actionable data to various internal support groups as needed.- Coordinates and facilitates call calibration sessions for call center staff.- Provides feedback to call center team leaders and managers.- Prepares and analyzes internal and external quality reports for management staff review.- Perform other duties as assigned.Qualifications:- Preferably with 1 to 2 years of Quality Assurance experience in a contact center field or equivalent- Focus on quality and customer service- Exceptional listening and analytical skills- Must be able to effectively deal with people at all levels inside and outside of the Company- Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems- Must be proficient with Microsoft Office (intermediate Word, basic Excel)- Must adapt well to change and successfully set and adjust priorities as needed- Ability to multitask and successfully operate in a fast paced, team environment- Outstanding negotiation skills with the ability to resolve issues and address complaints- Amenable to work on shifting schedules, during holidays, and extended hours if needed**Benefits**:- Paid trainingSchedule:- 8 hour shiftSupplemental Pay:- 13th month salaryCOVID-19 considerations:YesAbility to commute/relocate:- Angeles City, Pampanga: Reliably commute or planning to relocate before starting work (required)