Quality Analyst

Overview

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

Responsibilities

• Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
• Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
• Provide accurate and impartial judgement on all transaction evaluations.
• Regular coaching sessions with agents to reinfor...