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QA Analyst- Sales Verifier

SHORE Solution Inc. Ilocos Norte

Jobs BPO/Call Center/ IT-Enabled Services

As a Quality Analyst, you’ll represent the account and interact with clients by doing sales validation and quality assessments. Your day could see you:

• Build an informed and engaged frontline employee workforce to ensure we continuously meet the needs of the business and deliver a great customer experience through conducting quality evaluations of customer interactions to identify and address knowledge gaps.
• Conduct quality assurance evaluations for Contact Centre employees to improve the customer experience.
• Maintain the quality evaluation system.
• Be a point of reference for quality evaluations.
•Regularly review and maintain the frontline quality evaluation guidelines and associated tools.
• Contribute to the skills competency assessment process to tenured staff, and speed to competency for new employees by providing additional coaching support.
• Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities.
• Meets the required number of audits.
• Provides accurate judgement on audits.
• Sends critical call notifications and tracks sanctions.
• Provides feedback to agents on their evaluations.
• Attends and facilitates calibration sessions.
• sends calibration minutes and variance report.
• Updates the QA guidelines.
• Sends the daily EOD report.
• May be asked to take in calls as business requires.
• With excellent English communication, listening, organizational and analytical skills.
• With at least 2 years of Quality Assurance experience in the BPO industry.
• With a knack for multi-tasking.
• Able to work under minimal supervision.
• Proficiency in MS Office.
• High customer satisfaction.
• Excellent feedback from customers.
• Achievement of KPIs.

We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Ambition: Voice and measure your goals.
• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Judgement: Make wise judgement calls, putting the team and business at heart.
• Leadership: Continuous improvement starts with independent action.
• Leverage: Do more with less, master the art of leverage.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.

ID #6151 Location Ilocos Norte Industry BPO/Call Center/ IT-Enabled Services Type Full Time Role QA Analyst- Sales Verifier Career Level Middle Presence Office

Required Skills

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Job Related
2 Languages
English/Filipino (Native)

Salary & Benefits

Here’s what you get.

Full Time Php Above expected salary /Month

Company Information

A Brief Overview of the Company which posted this job offer

SHORE Solution Inc.

Dynamic outsourcing. Exceptional outcomes

Est. In 2005 501+ People 1 Job
Back Office
Human Capital Mgmt
IT and Professional Application Development
Internet Marketing
Professional services

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Contact Details

SHORE Solution Inc. Ground Floor BTC 31st Street cor. 2nd Avenue Bonifacio Global City Taguig City Phone: +63 2 878 1500 Website: http://www.shoreoutsourcing.com http://www.facebook.com/SHORESolutionsInc
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