Quality Analyst

* Execute Transaction and call monitoring in line with agreed service quality plan.
* Provide coaching and feedback to agents.
* Perform RCAs and report findings to Operations to develop actions for mitigation.
* Identify Training needs and work collaboratively.
* Participate in calibration sessions to bring about consistency in evaluation.
* Process transactions/take calls to remain hands on process domain.
* Perform process audits to ensure compliance to SOPs.
* Share audit outcomes during pre and post shift team huddles.
* Bachelor's degree graduate and underraduates are welcome to apply!
* Experience working in the BPO Industry is a must.
* Knowledge with the 7 basic tools for Quality is an advantage
* 2-3 years of prior work experience.
* Ability to work collaboratively and effectively in remote environments.
* Eye for details – Analytical Ability.
* Collaborative partnership with other teams to bring about synergies.
* Amenable to work full ONSITE in BGC Taguig.