Associate IV, Quality Analyst

Do you have at least 1 year Call Center experience and strong analytical skills? Would like to be part of the Continuum Quality team? We have an immediate opening to support our Telecommunications client in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY!

ESSENTIAL FUNCTIONS

Analyzes interactions for quality issues and improvement opportunities and makes recommendations for leadership to reviewIdentifies potential problem areas and suggests ways to improve themIdentifies problems in straightforward situations, and makes sound decisions using standard proceduresWorks within established procedures with a moderate degree of supervisionCommunicates an agent's progress to the agent's supervisor based on observed interactionsParticipates in or facilitates calibration sessions, internal and externalEscalates quality-related issues to leaders as appropriateConducts special quality audits as required by the businessConducts QA talks for learners in classroom trainingCoordinates with supervisors on the schedules and availability of assigned agents to ensure that audit requirements are metOn-boards new Quality Analysts in the teamKeeps track of daily and weekly personal audit complianceTakes interactions as directed by management

REQUIRED EDUCATION AND EXPERIENCE

At least 1 year experience doing call monitoring, root cause analysis, and coaching towards Quality is requiredAt least 1 year experience in a BPO set-up or captive center is requiredShould possess strong analytical skillsMust have strong communication skills since this role requires to be in communication with leaders such as supervisors and managers.Must be knowledgeable of Office applications (Excel, PowerPoint, Word or equivalent Google applications)

ADDITIonAL REQUIREMENTS

No planned leaves within 6 months from start dateWilling to take customer interactions (calls or chat) within the following:

Product training: 3 weeks, not full-time

TBay: 4 to 8 weeks, full-time

Production: 1 hour weekly

This is a full time position. This requires flexibility to work any shift, any day of the week and may include working extended hours including public holidays and weekends.This job is a WAH opportunity due to covid and requires flexibility to report onsite when needed.Internet speed must be running on a 20+ Mbps plan

PERKS & BENEFITS

Competitive SalaryInsurance and other company benefitsFun, Healthy Work EnvironmentCompany equipment provided

Continuum Global Solutions customer care services and call centers have been embraced by top companies worldwide. Our Fortune-500 clients rely on our vast expertise in customer care management. Continuum customer care and call center solutions leverage world class voice, chat, email, and social technologies. We have over 15,000 employees in major international markets and serve tier 1 clients across multiple industry verticals.