Quality Assurance Analyst | Makati

Peak Outsourcing:

• Great Pay - Competitive salary and benefits package.
• Great Jobs - Opportunities for career growth and development.
• Great Culture - A supportive and collaborative work environment and colleagues.

The goal is to improve the customer experience and overall quality of the operators' interactions with the visitors. The QA Analyst also plays a key role in minimizing company exposure by reducing business risk through continuous improvement of business processes and adherence to corporate policies and procedures.

Role and Responsibilities:

• Monitor and evaluate voice/non-voice transactions.
• Perform live or remote monitoring.
• Provide quality performance feedback to the operators and their immediate superiors.
• Roll out quality-related updates to operations.
• Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
• Participate in calibration sessions to review performance and consistency of scoring.
• Create and implement quality guidelines for standardization.
• Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members.
• Conduct quality root cause analysis.
• Coordinate with other departments for process implementations/improvements.
• Provide tracking and reporting of Quality Assurance metrics.
• Prepare and create reports for performance analysis.

Preferred Skills:

• Excellent oral, written, and interpersonal communication skills.
• Experience persuading the audience and front-line employees to support new initiatives.
• Exceptional listening skills.
• Problem-solving skills.
• Excellent ability to identify and analyze data for trends.