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Open nowPosted 37 days ago

Quality Assurance Analyst

intouchcx270 open roles

Where
Metro Manila, Philippines
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Your applicationOpen nowQuality Assurance Analystintouchcx · Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on intouchcx's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 37 days ago

The posting

    About the Job   We’re changing the way people think about customer service, and we need your help!   We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.   As Quality Assurance Analyst, You Will…  

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned

As Quality Assurance Analyst, You Have…  

High school diploma or equivalent (required) 1 year of front-line contact center experience (preferred) 1-2 years of Quality Assurance experience (preferred) Intermediate knowledge of MS Excel, MS Word and MS Office (required) Ability to type 30 wpm minimum with accuracy Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to make fair and consistent judgments and decisions Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Ability to work a variety of shifts including days, afternoons, evenings and holidays

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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on intouchcx's form

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  4. Every reply, sorted

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