Quality Analyst | Batangas
On-site · Batangas, Calabarzon, Philippines
Batangas, Calabarzon, PhilippinesOn-siteFull TimeMid LevelNot SpecifiedEnterprise
Type
Full Time
Level
Mid Level
Education
Not Specified
Company size
Enterprise
Job Summary
Quality Analyst to analyze, evaluate, and resolve back-end issues affecting teammates’ tools, performance, and processes; serve as first-level escalation to ensure client issues are resolved timely and prevent recurrence; responsibilities include preparing weekly and monthly quality reports, identifying and escalating quality issues, verifying fixes, conducting calibration sessions with assigned teams, and participating in weekly business reviews with Team Leaders, Operations Managers, and clients.
Required Qualifications
- Knowledge of customer service practices within and/or beyond the BPO space
- Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related
- Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications
- Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies
- Background in conducting research and analytics, backed by advanced computer proficiency
- Experience in mediation and conflict resolution techniques
Desired Qualifications
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