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