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Select VoiceCom

Urgent Hiring: Quality Assurance Analyst

Select VoiceCom

With business certificates
Established in 2014 | 51-200 employees
Work From Home, Cebu
Total vacancies for this job title : 1
Posted on : October 06, 2020
Job ID : 366200

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Details

Executive Boutique Call Center is an affiliate of Select VoiceCom and is currently looking for a Quality Assurance Analyst!
 
Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 12th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique and think it’s a great place to work!”  The owners and managers at EB care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees.  
 
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Executive Boutique today and join the growing EB family. You won’t regret it!  
 
Checkout our Facebook page https://www.facebook.com/EBCallCenter
 
JOIN US today and enjoy the following benefits:
  • Generous monthly bonus program
  • Medical / Dental coverage
  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB
  • Career development
  • Life insurance program
  • Vacation and family leave programs
  • Annual salary increase based on performance
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Free weekly in-house massage
  • Family atmosphere
  • Cozy sleeping lounge and canteen plus entertainment area
  • Great offices in IT park with outdoor private terrace overlooking Cebu City
Responsibilities:
  • Monitors calls and provide feedback to agents
  • Partner with the training team in providing feedback that would improve overall quality of performance
  • Participates in call calibrations, monitoring with client and operations team
  • Expert on product support, escalations, verifications
  • Coach and develop agents on quality, customer satisfaction and policies and procedures of the account
  • Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause
  • Generates reports and quality updates
  • Provide recommendations on quality parameters and make changes whenever necessary in consultation with  Operations and Process Manager
  • Defining the quality parameters to the agents and defining the scope of improvisation
  • Perform other duties assigned
Desired Skills & Knowledge:
  • At least 1 year of QA experience in a BPO company
  • Excellent performance and attendance in current/previous role
  • Excellent time management skills
  • Good performance management skills (Coaching, conducting an appraisal)
  • Coaching experience is highly preferred
  • Ability to take instructions from management and ensure follow up
  • Strong support skills and ability to work well under pressure
  • Flexibility to work various schedules
  • Excellent communication skills both written and oral
Work Schedule: Night Shift


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