Quality Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement. QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to: · Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines. · Meeting the required number of evaluations on a daily, weekly, and/or monthly basis. · Provide accurate and impartial judgement on all transaction evaluations. · Regular coaching sessions with agents to reinforce good behavior and reform opportunities · Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items. · Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures. · Attending administrative hearings and deliberations resulting from the critical error callouts. · Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations. · Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc. · Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session. · Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc. · Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor. · Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training. · Taking proper action on disputes filed against transaction evaluations. · Participating in internal and external client meetings and performance reviews. · Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc. · Reviewing and submitting exceptional calls to be pooled for the good call library. · Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/