Quality Analyst

Balboa Digital

3.0

1 review

Job Type   /   Job Level

Full-time   /   Senior Executive

Company Location

Philippines

DESCRIPTION

The QA - Trainer ensures that quality is met by all agents in all calls. They also facilitate refreshers and trainings of new programs whenever necessary

RESPONSIBILITIES

Facilitate QA Talk as part of the New Hire Orientation.
Develop curriculum and create materials for training.
Assist in the roll out of new programs or campaigns
Recommend script and/or process changes and/or improvements.
Approve SME submitted spot checks.
Audit calls to ensure adherence to quality and coach concerned agents to improve performance.
Provide sample calls needed for client calibration
Attend weekly calibration meetings
When necessary, they could also conduct refreshers and/or training.
Other duties that may be assigned from time to time

QUALIFICATIONS

Excellent Communication Skills - oral, written and listening skills included
Preferably with at least 6 months tenure in the same role
Outstanding attendance record with minimal concerns
Highly efficient with excellent Time Management and communication Skills.
Receptive to feedback and willing to modify approach to improve
Proficient in handling basic software, internet and has good navigation skills
Experience in coaching/mentoring, materials development.
Comfort in teaching or public speaking
Self motivated: able to finish a task with minimum oversight
Highly Competent and Efficient.

SHIFT & SCHEDULE

Graveyard Shift
Work on Philippine Holidays

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