Quality Analyst

Key Responsibilities: - Execute Transaction and call monitoring in line with agreed service quality plan.
- Provide coaching and feedback to agents.
- Perform RCAs and report findings to Operations to develop actions for mitigation.
- Identify Training needs and work collaboratively.
- Participate in calibration sessions to bring about consistency in evaluation.
- Process transactions/take calls to remain hands on process domain.
- Perform process audits to ensure compliance to SOPs.
- Share audit outcomes during pre and post shift team huddles.
Key Requirements: - Bachelor's degree graduate, any field.
- 2-3 years of prior work experience.
- Experience working in the BPO Industry is an advantage.
- Ability to work collaboratively and effectively in remote environments.
- Eye for details Analytical Ability.
- Collaborative partnership with other teams to bring about synergies.
- Amenable to work full ONSITE in BGC Taguig.