Quality Assurance Analyst

Transcom

  • Pasig, Philippines
    Las Fiestas, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
  • Full time
Posted 2 months ago and deadline of application is on 18 Jul
Recruiter was hiring 8 hours ago

Quality Assurance Analyst

Transcom

Job Description

The QA Analyst provides weekly scorecards of observations, recommendations, and action plans to the Business Management and Training teams to drive quality in their assigned site/campaign. Measuring the effectiveness of accuracy of reviews, and preparing and conducting internal/client calibrations are primary functions.

The primary objective of a QA Analyst is to analyse and report data from all available sources and provide recommendation on how to drive quality improvement and meet the clients objectives. The QA Analyst will focus attention on the QA Specialist team assigned to them to ensure accuracy, productivity, and achievement of monitoring targets.

RESPONSIBILITIES:

Communication

  • Performing weekly effectiveness and efficiency coaching for the QAS to ensure accuracy and productivity of the team. Feedback should be documented through the coach, it should include performance and schedule adherence.
  • Conduct weekly side-by-side time with the QAS.Preparing and conducting internal and client calibration sessions.
  • Supporting Team Leaders in setting improvement programs and action plans for CSRs.
  • Reporting quality scoring internally/externally at agreed frequencies (upon requests).
  • Monitor the effectiveness and efficiency of Team Lead audits as well as their coaching completion and communicate gaps.
  • Escalating quality deficiencies to Training & Quality Manager.
  • Provide weekly Outstanding Quality Escalations report to the Training & Quality Manager and the Business Manager.
  • Attending internal local meeting (staff or with other departments).
  • Being a campaign expert for all campaigns in assigned site.
  • Gathering up-to-date information and integrating feedback into the best practices.
  • Handle internal and client complaint/escalations

Knowledge Management

  • Informing Training, CS, and OPS of any gaps in contact handling or online guides.
  • Ensuring the PS-QAS team is well informed with all required campaign information
  • Participating to creation of new procedures, routines etc…
  • Providing feedback to stakeholders on any new projects or test programs
  • Analysing the usage of Knowledge Management database and taking actions accordingly

Quality

  • Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
  • Coordinating, preparing data and conducting weekly Circle of Success calls with TQM, Training, CS, and OPS. (QAA)
  • Defining and designing action plans for quality improvement together with TQM, clients, Team Leaders and Business Managers.
  • Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
  • Using the Group Report, if needed, as an extended means to review performance of the team/agents.
  • Understanding and supporting clients and company needs and requirements for Quality Improvement.
  • Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
  • Using Quality Centre (scoring sheet, volume, report etc…)

Additional Duties:

  • Promote a culture of quality and know-how for all products and services delivered to clients and customers.
  • Provide input on CSRs results which will impact their Reward & Recognition scheme for quality and competence purpose.
  • Liase with BM/TL/TQM or other Departments/HRM so as to maintain communication and to understand all necessary aspects and needs of employees training and development, and to ensure they are fully informed of training and development objectives, purposes and achievements. Supporting the development of each team and ultimately each agent.
  • Providing feedback to TQM Governance for improving standards and processes
  • Excellent communication skills
  • Experience in conducting standard deviations, upper/lower limits, bubble charts, scatter graphs, correlations, regression analysis, etc.
  • Exceptional analytical and conceptual thinking skills

Minimum Qualifications

  • Excel in written and oral English
  • Manage your time effectively and be focused on setting clear objectives and priorities
  • An aptitude to handle change in a fast paced dynamic environment
  • Flexible and positive attitude
  • Excellent computer skills – Word, Excel and Internet
  • Excellent communication skills
  • Experience in conducting standard deviations, upper/lower limits, bubble charts, scatter graphs, correlations, regression analysis, etc.
  • Exceptional analytical and conceptual thinking skills
  • Proficient in Excel, Google Docs, Visio, Access, MS Office, etc
  • Identify business trends utilizing real data, compile analysis reports that are actionable
  • Ability to influence key stakeholders and work closely with them to determine acceptable solutions
  • Advanced technical skills
  • Excellent documentation skills
  • Experience in creating detailed reports and presentations
  • Excellent planning, organizing, and time management skills
  • Must be detail oriented and inquisitive
  • Ability to work independently
  • Must be able to conduct root cause analysis
  • Alteast 2 years experienced as Quality Analyst from BPO company

Perks and Benefits

  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Child Care Benefits Child Care Benefits
  • Retirement Benefit Plans Retirement Benefit Plans
  • Life Insurance Life Insurance
  • Medical / Health Insurance Medical / Health Insurance
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans
  • Employee Discounts Employee Discounts
  • Transportation Allowances Transportation Allowances
  • Free Lunch or Snacks Free Lunch or Snacks

Required Skills

  • Business Correspondence
  • Organizing and Planning
  • Attention to Detail
  • Reading Comprehension
  • Critical Thinking
  • Typing
  • Communication Skills

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Often 
Office Address
Las Fiestas, Pasig, Metro Manila, Philippines
Industry
Customer Service
Vacancy
2 openings
Website
https://ph.transcom.com/en

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About Transcom

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers. We are 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty, and additional sales while also adding insights and value to our clients' business operations.
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