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Tomorrow Creation

QA Analyst

Tomorrow Creation

51-200 employees
3rd floor of Wellmade Building, 888 Plaridel Street, Umapad, Mandaue City, Cebu, Mandaue City, Cebu
Total vacancies for this job title : 1
Posted on : July 20, 2020
Job ID : 362794

Details

2MC provides 2D/3D images, 3D Animation, Photography Services plus CAD works to some of the World's leading Architectural, Interior Design and Retail companies with superior quality, fast, accurate and economical visualization services.
 
QUALIFICATIONS
  • Hands-on experience in quality assurance
  • Great people skills and ability to communicate (negative) feedback
  • Good organizational skills, knowledgeable in goal-setting practices 
  • Examples of data visualization abilities and understanding of support metrics
  • Experience in customer service
  • Proven track record of analytical skills 
  • Perception of basic business metrics and how support impacts those
  • Problem-solving capabilities to create meaningful strategies to improve support quality
DUTIES AND RESPONSIBILITIES
  • Experienced in making process documents
  • Maintain and develop internal support and call quality standards
  • Review a subset of support agent's conversations (chats, emails, calls, etc)
  • Assess support interactions based on itnternal standards
  • Accompany evaluations with meaningful and constructive feedback
  • Discuss and explain feedback with agents in regular meetings
  • Analyze all customer metrics (e.g. Tidio Chat and Edesk) and how the support team's performance affects those KPI's 
  • Create strategies to improve support KPI's 
  • Help agents improve their performance with specific instructions and constant support 
  • Map the need for training and onboarding programs and initiate these projects
  • Monitor customer service performance on the agent and team level
  • Create reports that reflect support performance
  • Report support team's performance to higher-ups 
  • Participate in calibration sessions to maintain consistency in interval evaluations
  • Contribute to the team culture in a positive manner 
For more information about our company, visit our website: http://www.2morrowcreation.com


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