Quality Analyst - Financial
Taguig Full-time
Quality Analyst
About The Team
Sparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom.
The Customer Experience team is the heart of Sparrow and takes pride in our personal commitment to delivering memorable and meaningful service to our customers. We understand that every interaction is an opportunity to make a difference—to turn frustration into trust, and questions into clarity.We’re not here just because of our customers—we're here for them.
About the Role
We are looking for an engaging and enthusiastic Call Center Quality Assurance Analyst to join our growing team. In this role, you will be responsible for conducting monthly quality assurance evaluations for phone agents in accordance with our company standards, providing constructive and detailed feedback, helping identify the root cause of scorecard misses, and identifying agent-wide knowledge or process gaps.Additionally, in a supporting capacity, you may assist agents with complex questions or call escalations.
To ensure success as a Call Center Quality Assurance Analyst, you should have expertise in customer authentication and quality assurance standards.
In This Role, You Will- Conduct QA evaluations on calls using the organization’s QA form
- Identify opportunities to improve the QA form and overall QA process
- Identify agent-wide knowledge or process gaps and collaborate with the team to address them
- Identify underperforming agents and collaborate with the manager and trainer to deliver targeted coaching and skill development interventions.
- Handle escalated calls when necessary
- Apply strong knowledge of SOPs and processes to make informed decisions
- Ensure QA forms are completed thoroughly and accurately
Qualifications:
- High school diploma; some college coursework or college degree preferred
- Minimum of 1 year of experience as a call center quality analyst
- Strong understanding of QA evaluation processes
- Excellent verbal and written communication skills
- Ability to provide clear and constructive feedback
- Proficient in MS Office Applications (Word, Power Point, Excel)
- Strong knowledge of credit card industry preferred
Pasig, 6 km from Taguig
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