Quality Analyst

Updated: April 18, 2024 08:32 PM GMT

Ibex Philippines

Muntinlupa, Metro Manila

• Monitoring of Calls – 15-30 calls per day
• Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
• Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
• Identify and report any required training issues to department management and trainers.
• Take an active part in the evolution of the attribute document
• Identify changes that need to be made to our evaluation tool
• Create and update standards as appropriate
• Create scripting and resources for agents when requested or needed
• Provide in-depth comments on evaluations for manager coaching
• Train new... More Detail