Quality and Process Analyst

POSITION DESCRIPTION
Quality Analyst
Ortigas Site, Pasig City, Philippines
Reporting to: QA Supervisor or Sr. Quality Analyst
We’re an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Quality Analyst, your role is vital in the continuous growth and development of your designated staff and ensuring that all QA requirements for your assigned campaigns are met and exceeded.

A SNAPSHOT OF YOUR ROLE
You shall ensure that the agents are providing the best experience available to their customers and are compliant to the quality standards through transaction monitoring, coaching sessions, and training. You’re the eyes and ears of the management team as you get to monitor agent transactions every day.
You are 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. You’ll be able to assess how transactions are handled and identify the areas that need improvement.
You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc. The support you provide is important in ensuring consistency in performance and continuous development of the agents and the program.
As Quality Analyst you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.
Ultimately, you shall ensure that all agent-customer interactions result to positive experience and are performed in accordance with pre-determined compliance guidelines, through, but not limited to:

•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 reinforce good behavior and reform opportunities
•Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
•Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
•Attending administrative hearings and deliberations resulting from the critical error callouts.
•Facilitating QA rollouts and guidelines orientations for new-hires and certifying agents prior to official endorsement to Operations.
•Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
•Attending and facilitating calibration sessions and sending relevant minutes and variance reports after each session.
•Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
•Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
•Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
•Taking proper action on disputes filed against transaction evaluations.
•Participating in internal and external client meetings and performance reviews.
•Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
•Reviewing and submitting exceptional calls to be pooled for the good call library.
•Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
•Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back-office services.

A BIT ABOUT YOU
•Bachelor’s/College degree holder in any field or the equivalent.
•With at least two years’ experience in the BPO industry.
•With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back-office businesses.
•Able to handle more than one campaign or line of business.
•Keen in identifying opportunities and providing fact-based analysis and actionable recommendations.
•Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.
•Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.
•Can perform basic root-cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis.
•Has effective written and spoken communication skills across various audiences.
•Possess effectual listening, coaching, and motivational skills
•Able to positively influence agents and others to drive improvement.
•Willing to work in a collaborative and multi-disciplinary environment.
•Flexible to work in varied shifts and sites.
•Adaptable to changes in the working environment and can complete multiple tasks efficiently.
•Able to work as part of a team, and when applicable, independently under minimal supervision.
•Has excellent organizational and time-management skills.

WHAT SUCCESS LOOKS LIKE
•Excellent feedback from internal and external customers and clients.
•Achievement of own and campaign’s KPIs.
•Improvement of operational performance.
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
•Curious and Clever: Smart questions spark smart solutions
•Entrepreneurial Energy: Think like an owner
•Fast and Intent: We move fast and deliver real results
•Laugh and Learn: We don’t take ourselves too seriously, just our results
Acquire Intelligence is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.