The Training & Quality Analyst will be responsible for reviewing performance and delivery of feedback on the quality of service produced by a Customer Service Representative (CSR), as defined by both client's internal criteria and the customer satisfaction level derived from customer feedback surveys. The individual will also be responsible for providing input in developing and implementing quality standards. This responsibility will involve reviewing ways to improve quality, minimize errors, track operative performance, create reports, performance data and ensure customer satisfaction levels are delivered in line with the forecasted objectives. The individual will also provide measurements to help gauge the customer's overall level of satisfaction with the service experience and provide leadership and direction to management in evaluating and addressing customer service performance issues. The Quality Analyst needs to be able to explain and educate the CRS with the corrective actions and plan future assurance of a high level of support by doing planning and develop strategies to achieve given KPIs.**Responsibilities**:- Able to assess agent's performance & provide support for improvement.- Support the overall QA work flow by conducting customer call evaluations and providing feedback, generally to the Team Leads & agents in a constructive manner.- Accountable for collecting, coordinating, evaluating, and providing call data from agents to Team Leads and providing feedback and reporting.- Meet weekly / monthly call evaluation metrics and ensure calibration for Quality monitoring between the Quality Analyst and Team Leads internally and Quality calibrations externally with the customer.- To achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews. (DSAT/CSAT)- Preparing and completing action plans.- Implementing productivity, quality, and customer service standards.- Identifying and resolving problems, completing audits, determining system improvements, implementing change.- Prepare quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, corrective actions, and re-evaluations.- Able to train and transfer knowledge to new hire agents- Able to Coach / Provide feedback based on results- Prepares and analyses internal and external quality reports for management staff review.- Participates in design of call monitoring formats and quality standards.- Provides actionable data to various internal support groups as needed.- Comfortable in communicating in all levels of management.- Demonstrate proficiency in multi-tasking and Prioritization.- Excellent in organizational skills and detailed oriental approach to problem solving.**Requirements**:- 1 year experience as Quality analyst on the current / most recent employment with sales experience in BPO setting- Able to start within the next 30 days- Able to adapt quickly to changes in Work Flow& Adapt to Web helps Values and Culture- Has above average in Excel, Power point & Google and Microsoft- Clear understanding of CSAT and / or NPS- Can move to KL and work onsite when business require- Flexible to working hours and Rest days- Passionate in mentoring and coaching- Strong verbal and presentation skills- Proactive attitude towards work- Able to work under pressure- Bright outgoing personality. Pursues work with energy and drive and is motivated by accomplishments.- Able to develop and implement plans in order to accomplish set goals- Team spirit and team player- Quality Assurance /or training experience in BPO/ call center will be added advantage for this position.- Clear and concise verbal and written business communication in English and language requirement by the program- Have a clear understanding on products of the program identified**Job Types**: Full-time, Permanent**Salary**: Php43,500.00 - Php52,200.00 per month**Benefits**:- Health insurance- Life insurance- Opportunities for promotionSchedule:- Flexible shiftSupplemental pay types:- 13th month salary
