Quality Analyst/Specialist

IBM Business Services Inc.
Quality Analyst/Specialist

RESPONSIBILITIES:

* Monitors Agent’s performance daily by recording, listening to, and evaluating calls based on client’s goals and expectations.
* Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
* Generates regular evaluation reports and daily communication forms to update process Leaders, Trainers, agents and management. Follows up on any problems or questions on reports.
* Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
* Attends and participates in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
* Reports complaints, challenges, obstacles or questions to appropriate departments.
* Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
* Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
* Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.
* Performs other duties as assigned

REQUIREMENTS:

* Excellent oral and written English communication skills.
* Developed computer skills – Word, Lotus Notes, Excel, Explorer, etc).
* Good organizational/time management and documentation skills.
* Ability to make fair, objective and consistent judgments and decisions.
* Ability to handle multiple tasks, details, and interruptions. Strong attention to detail.
* Ability to solve problems and offer suggestions.
* Ability to analyze statistical data and offer recommendations.
* Ability to adhere to all organizational policies and procedures.
* Must have QA experience in a call center
* Must be willing to work in Eastwood City


7/F 1800 Bldg. Eastwood City, Libis, Quezon City 1100