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BPO Quality Analyst | Antipolo City

Duties and Responsibilities:

  • The candidate shall be the Champion and will implement the company‚Äôs Quality Management Process
  • It is expected that she will initiate new Key Customer Related Processes in relation to Quality and Process Improvement.
  • Will monitor/review Quality on different types of transaction: Voice Calls. Chat and Email
  • Interacts with clients during weekly, monthly, quarterly, annual business reviews
  •  Will discuss Quality Reports during meetings with Operations and/or Clients
  •  Training staff relating to Quality
  •  Giving feedback to the staff on reviewed transactions
  • Randomly evaluate calls, chats and emails, checking on Zero Tolerance and compliance with policies, procedures, measures of the company as stated on Employee Handbook and Quality Management Process
  •  Present, send and update Quality Reports on daily, weekly, monthly and quarterly basis
  •  Champion and Advocate Customer Experience
  •  Identify process gaps using Quality Methodologies
  •  Consistently giving results and outstanding performance thru Account/Program Quality Scores and CSAT
  •  Collaborate with other departments to ensure consistency in performance most especially on KPIs related to Quality.
  •  Analyze data, trends and patterns and to be able to give sound recommendations to the Operations team and clients.
  •  Amenable to any shift

SKILLS REQUIRED

  • Excellent communication skills (both spoken and written
  • Knowledge with Pareto Principle, Six Sigma (preferred but not required)
  • Able to create Quality Forms
  • Able to create Quality Report including Variance Report
  • Accuracy and attention to details
  • Proficient with MS Office (Word, Excel, Powerpoint)
  • Ability to lead internal and external calibration
  • Ability to handle and monitor multiple accounts
  • Basic and operational knowledge on internet
  • Very good time management
  • Good analytical and problem-solving skills
  • Good time management and multi-tasking skills
  • Leadership skills and situation handling skills
  • Minimum 2 years of experience as QA
  • Bandwidth- 100 monitors a week (minimum), different transaction types
  • E-commerce Background (preferred but not required)