Quality Analyst | BPO | MOA
EXL Services Manila Full-time
Basic Function
- Monitoring of transactions as per process guidelines
- Conduct call quality coaching to the associates
- Providing event-based and frequency-based feedback.
- Collecting and analyzing trends and patterns
- Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
- Participating in team huddles and providing brief on Quality performance in the process.
- Brief new agents joining the process and explain how the quality functions operates in the process.
- Co-ordinate all process improvement initiatives.
Work Experience Requirements
Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an insurance process/ account
Education Requirements
Undergraduate - With minimum of 2 years of College Education or equivalent work experience
Nais CorpQuezon City, 10 km from Manila
The Trainer and Quality Analyst will be accountable for the strategic support, execution and communication of training initiatives and processes within the company. You will be required to rate all customer interactions with our team members against...
Our ClientsManila
standards, analyzing performance trends, and implementing process improvement initiatives to ensure operational excellence.
The position also requires strong people management skills, including coaching, mentoring, and supporting quality analysts...
Gratitude IncManila
Job Title: Quality Analyst
Account: Helpdesk Customer Support
Salary: 20k to 23k
Work location/Set up: Onsite/McKinley
Shift Schedule: TBD
Headcount: 10
Roles & Responsibilities:
1. Quality Review & Interaction Auditing
2. SQL-Based Data Quality...