Call Quality Analyst

Immediate Superior / Reports to: QA Manager
Location: Philippines - Remote / Work from Home

About the Role

Our ideal candidate is self-driven, detail-oriented and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

 Objectives 

• Interpret, build upon, and comply with company’s quality assurance standards.
• Document quality assurance activities with internal reporting and audits.

 Duties and Responsibilities:

• Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers and the internal team members ensuring compliance with quality standards, guidelines and procedures.
• Maintain audit, coaching and performance logs.
• Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors.
• Play a part in developing supporting documentation for training and operations. 
• Contribute to call calibration sessions.
• Participate in team meetings to discuss agent evaluation feedback, and implementation of quality management strategies.
• Provide training to team members; and conduct coaching sessions whenever deemed necessary.
• Identify issues, analyze performance, and communicate trends to the QA Manager.
• Serve as an intermediary for escalations between agents and consumers.
• Perform other responsibilities as assigned by the QA Manager.

 Required Skills and Qualifications

• Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience.
• A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection.
• With data research skills.
• Knowledge on data analysis.
• Excellent analytical and problem-solving abilities and meticulousness.
• Highly developed attention to detail.
• Outstanding communication skills in both writing and speaking.
• Capability to submit high-quality deliverables accurately and within the agreed timeline.
• Proven track record of consistently meeting and exceeding set goals.
• Ability to work both as part of a team and independently with minimal supervision.

 Preferred Skills and Qualifications

• Ability to understand and speak the Spanish language is a plus.
• Experience in a training and coaching environment is an advantage.
• Strong computer skills and knowledge of Google Workspace and Salesforce.