JobsAvenuePH Quality Auditing Senior Analyst

Quality Auditing Senior Analyst

JobsAvenuePH

€525-750[Mensual]

En el sitio - Makati1-3 años de experienciaDiplomaTiempo completo

Descripción del trabajo

Beneficios

Permisos
Comida permitida
Reconocimiento y Recompensas de Empleados
Bono de rendimiento, Programa de Reconocimiento de Empleados
Beneficios Mandados del Gobierno
Pago del mes 13, Fondo Pag-Ibig, Vacaciones pagadas, Salud, SSS/GSIS
Seguro de salud y bienestar
Seguro de discapacidad, Seguro de salud, Seguro de vida, HMO
Beneficios Beneficios
Descuento del Empleado, Milla de dormir
Desarrollo profesional
Programa de mentoría
Tiempo de apagado y abandono
Salida de Bereavement, Abandonar maternidad y paternidad, Permiso parental, Salida por vacío

Descripción

We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
Develop and implement quality assurance strategies to enhance customer service performance.
Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
Ensure compliance with industry regulations, company policies, and performance metrics.
Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
Lead process improvement initiatives to enhance efficiency and customer satisfaction.

Requisito

Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
Strong leadership skills with experience in managing and mentoring a QA team.
Excellent analytical and problem-solving skills to identify and address performance gaps.
Proficiency in QA tools and call monitoring systems.
Exceptional communication and coaching skills to provide constructive feedback.
Knowledge of industry compliance standards and customer service best practices.

Análisis de datosSolución de problemasProcesamiento de datosControl de calidadHabilidades de resolución de problemasBPOControl de calidadGestión de calidad