Performs real-time and/or historical call monitoring and provides trend data to program team leaders and managers.
Uses a quality monitoring data management system to compile and track performance at team and individual levels.
Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
Provides coaching to agents.
Prepares internal quality monitoring reports on a monthly basis and completes the Root Cause Analysis template.
With at leastone(1) yearof experience as a Quality Analyst in a BPO company
Excellent documentation skills: preferably proficient in working with MS Word, Excel and Powerpoint.
Comprehension/communication skills had to be exceptional
Amenable to work onNight shift schedule and willing to work in Alabang
Can start immediately