Quality Analyst | Makati and Mandaluyong  

The position is responsible for ensuring call quality by randomly sampling production employee call, assessing performance and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees.

RESPONSIBILITIES

Performance Assessment Functions – monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives; provide immediate constructive counseling and coaching: observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies.

Coaching – coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-on-one, and on-the-job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc.; prepare for coaching by reading and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.

Report Generation – Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)

• A Bachelor’s degree in any field.
• Undergraduates should meet the below requirements:
• At least completed 2 years in college or 2-yrs vocational graduate
• With 2 years’ experience as voice agent or 1 year experience with QA
• At least 1 year of working experience in the related field is required for this position.
• Applicants must be willing to work in Makati City/Mandaluyong.
• Preferably 1-4 Yrs. Experienced Employees specializing in Quality Control/Assurance in a BPO or Call Center environment.

KNOWLEDGE, SKILLS AND ABILITIES
The Performance Assessment Specialist will be expected to master the following to successfully perform the job:

Knowledge

• Basic fundamentals of effective training
• Customer service principles and practices
• English usage, spelling, grammar and punctuation
• Motivational training techniques
• Principles and practices of telemarketing
• Departmental operating procedures and policies

Skills and Abilities

• Excellent verbal and written communication skills
• Handle multiple concurrent tasks
• Analyze problems, identify alternative solutions
• work independently in the absence of immediate supervision
• Evaluate training effectiveness
• Work varied schedules, as assigned
• Established and maintained cooperative working relationships