Quality Analyst

Key Responsibilities: - 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. Key Requirements: - Bachelor's degree graduate, any field. - 2-3 years of prior work experience. - Experience working in the BPO Industry is an advantage. - 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.