Hire Quality Assurance Analyst In The Philippines

Completes monitoring sessions with representatives by monitoring various communication channels. Provides feedback regarding strengths and opportunities for improvement. Daily audit and review of agent’s phone calls, order processing and adherence to policy. Provides documentation of agent improvements and development opportunities. Meets supervisors on a regular basis to provide feedback on their team’s quality (individual members and overall team). Analyzing/audits technical support calls to identify areas of service delivery that did not meet pre-established performance standards within the center. Responsible in identifying areas for improvement. Attends and participates in Calibration sessions together with other coaches and clients to share ideas and some best practices. Makes recommendation for further training for individual agents and agent group. Also identifies trends in field technician’s problems/issues found while monitoring.