Quality Assurance Analyst (Bpo) - Bgc Taguig

Responsibilities:-Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor-Coordinates and facilitates call calibration/training sessions for call center staff-Publishes quality trends, feedback and improvement / enhancement reports-Conduct quality monitoring and coaching-Deal tactfully and courteously with clients-Produce Quality reports and dashboards such as TNI, Pareto etc.-Drive process improvement and ensure process compliance-Contribute to the development of the short and long term goals of the process-Ensure quality, NPS and CSAT targets are met at all times-Drive first call resolution and quality initiatives in the programSkillset:-Excellent oral, written and interpersonal communication skills.-Exceptional listening and analytical skills.-Intermediate level of knowledge in MS-Office.-Works accurately and with an eye for details.-Willing to work onsite in Taguig for a shifting schedule.-With At least 1 to 2 years Quality Assurance Analyst experience.