Quality Auditing Senior Analyst
JobsAvenuePH
Descrição do Trabalho
Benefícios
Derivações
Permissão de refeição
Recompensas e reconhecimento de funcionário
Bônus de desempenho, Programa de reconhecimento de funcionário
Benefícios gerenciados pelo Governo
Pagamento no décimo terceiro mês, Fundo Pag-Ibig, Feriados Pagos, Saúde, SSS/GSIS
Saúde e Bem-Estar
Seguro de Deficiência, Seguro de saúde, Seguro de Vida, HMO
Benefícios de Habilidades
Desconto do funcionário, Quartos de Dormir
Desenvolvimento Profissional
Programa de Mentorship
Tempo de desligamento e Saída
Deixamento de ressonância, Maternidade e licença de paternidade, Licença parental, Férias Deixadas
Descrição:
- We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
- This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
- Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
- Develop and implement quality assurance strategies to enhance customer service performance.
- Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
- Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
- Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
- Ensure compliance with industry regulations, company policies, and performance metrics.
- Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
- Lead process improvement initiatives to enhance efficiency and customer satisfaction.
Requisito
- Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
- Strong leadership skills with experience in managing and mentoring a QA team.
- Excellent analytical and problem-solving skills to identify and address performance gaps.
- Proficiency in QA tools and call monitoring systems.
- Exceptional communication and coaching skills to provide constructive feedback.
- Knowledge of industry compliance standards and customer service best practices.
John Christopher Briagas
OwnerJobsAvenuePH
Responder Hoje 7 Vezes
Local de trabalho
Alorica Recruitment Hub, Tech Zone Building. 1203, 7071 Malugay, Makati, 1203 Metro Manila, Philippines
Postado em 03 March 2025
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