Home Philippines Quality Analyst
Home Philippines Quality Analyst
Quality Analyst
Full time
at Webhelp
in
Philippines
Posted on April 30, 2024
Job details
Job Title:
Quality Analyst
Job Description
Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.
We are looking for a Quality Analyst to join our team.
The future team member who will love this job will manage representative performance improving through quality assurance. Reporting to a Manager, you will perform frequent analysis of individual representative performance by scoring high value activities, evaluating product knowledge and demonstrated tool usage. Along the way, you will have access to world-class training opportunities to grow and enhance your skills and career. At Concentrix, you can Own Your Future!
You Will:
- Monitors and scores quality assurance for all global representatives by reviewing call recordings, international live interactions/demos, and email activities
- Active role in new rep onboarding to ensure competence in learning development for a shift into full production from nesting
- Update individual representative scorecard to reflect performance through phone and email interactions, makes suggestions for improvement and tool or course recommendations to enhance performance
- Audits and tracks individual representative performance through different tools to maximize performance while ensuring integrity toward quota and key performance metrics using tools not limited to Gong, scorecard agreed with Dropbox Program Managers, and Sales Manager feedback
- Analyze data, performance, and customer experience trends to develop and implement strategic sales plays and best practices for the supported region
- Collaborate with partners to improve sales processes to achieve a positive customer experience
- Maintain a high level of communication with partners to ensure a relationship is fostered and developed
- Maintain high level of knowledge about Dropbox, customer interaction, and evolving business environment
- Analyze and identify opportunities to further elevate and optimize performance by ensuring reps are using SPICED/Winning by Design framework
- Ensure adherence and compliance in Dropbox and Concentrix+Webhelp global regulations and procedures in context of building positive customer experiences
- 5 years related experience in a BPO/Call Center Industry
- Proficient in Microsoft excel (can perform complex functions)
- Expertise in analyzing and generating reports of operational KPI
- Can collaborate with different partners within and outside the organization.
- Can meet timelines on deliverables.
- Exceptional listening and analytical skills.
- Health Insurance with Dental Coverage for Employees – extended to two (2 dependents)
- Paid Time off
- Birthday Time Off
- Bereavement Leave
- Life Insurance Group Personal Accident Program
- Employee Assistance Program
- Volunteer Time Off, paid time yearly to volunteer with an organization of your choice.
- Recognition programs
- Wellness Incentive Program
- Learning and Development Programs
Location:
PHL Makati City - Ayala North Exchange
Language Requirements:
English (Required)
Time Type:
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We are looking for a Quality Analyst to join our team. The future team member who will love this job will manage representative performance improving through quality assurance. Reporting to a Manager, you will perform frequent analysis of individual representative performance by scoring high value activities, evaluating product knowledge and demonstrated tool usage. Along the way, you will have access to world-class training opportunities to grow and enhance your skills and career. At Concentrix, you can Own Your Future! 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It includes a comprehensive overview of how financial risk arises and the risk management process, ideal for business owners and anyone looking to develop expert competency in this ;<br /> <br /> Through instructor-led guidance, you will learn how to implement a secure risk management plan for your organisation, developing the core skills needed to identify, analyse, evaluate, monitor and treat different types of financial risk. You will become an expert in measuring the effectiveness of continuous improvement to ensure the standards and best practices are upheld.<br /> <br /> What’s more, you’ll have the expertise to minimise threats and maximise opportunities that will see your company thrive. This course is Quality Licence Scheme endorsed, providing you with up-to-date strategies and information ideal for anyone looking to take their career to the next level.<br /> <br /> <strong>Learning Outcomes:</strong> <ul> <li>Have an excellent understanding of how financial risk arises</li> <li>Understand the concepts, objectives and standards of risk management</li> <li>Learn the fundamental steps involved in the risk management process</li> <li>Familiarise with the different classifications and types of financial risk</li> <li>Know exactly how risk management benefits and protects an organisation</li> <li>Identify the key components of enterprise risk management (ERM)</li> <li>Become an expert in identifying, analysing, evaluating, monitoring and treating risk</li> <li>Know how to measure the effectiveness of continuous improvement</li> </ul> <strong>Endorsement</strong><br /> <br /> This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.<br /> <br /> <strong>Method of Assessment</strong><br /> <br /> In order to ensure the Quality Licensing scheme endorsed and CPD acknowledged certificate, learners need to score at least 60% pass marks on the assessment process. After submitting assignments, our expert tutors will evaluate the assignments and give feedback based on the performance. After passing the assessment, one can apply for a certificate.<br /> <br /> <strong>Who is this course for?</strong><br /> <br /> This risk management training course is ideal for business owners and anyone looking to establish a career in this field. 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We are looking for a Quality Analyst to join our team. The future team member who will love this job will manage representative performance improving through quality assurance. Reporting to a Manager, you will perform frequent analysis of individual representative performance by scoring high value activities, evaluating product knowledge and demonstrated tool usage. Along the way, you will have access to world-class training opportunities to grow and enhance your skills and career. At Concentrix, you can Own Your Future! You Will: <ul><li> Monitors and scores quality assurance for all global representatives by reviewing call recordings, international live interactions/demos, and email activities </li><li> Active role in new rep onboarding to ensure competence in learning development for a shift into full production from nesting </li><li> Update individual representative scorecard to reflect performance through phone and email interactions, makes suggestions for improvement and tool or course recommendations to enhance performance </li><li> Audits and tracks individual representative performance through different tools to maximize performance while ensuring integrity toward quota and key performance metrics using tools not limited to Gong, scorecard agreed with Dropbox Program Managers, and Sales Manager feedback </li><li> Analyze data, performance, and customer experience trends to develop and implement strategic sales plays and best practices for the supported region </li><li> Collaborate with partners to improve sales processes to achieve a positive customer experience </li><li> Maintain a high level of communication with partners to ensure a relationship is fostered and developed </li><li> Maintain high level of knowledge about Dropbox, customer interaction, and evolving business environment </li><li> Analyze and identify opportunities to further elevate and optimize performance by ensuring reps are using SPICED/Winning by Design framework </li><li> Ensure adherence and compliance in Dropbox and Concentrix+Webhelp global regulations and procedures in context of building positive customer experiences </li></ul>You Have: <ul><li>5 years related experience in a BPO/Call Center Industry </li><li> Proficient in Microsoft excel (can perform complex functions)</li><li> Expertise in analyzing and generating reports of operational KPI </li><li> Can collaborate with different partners within and outside the organization. </li><li> Can meet timelines on deliverables. </li><li> Exceptional listening and analytical skills. </li></ul><b> Our Benefits/Perks: </b> <ul><li> Health Insurance with Dental Coverage for Employees – extended to two (2 dependents)</li><li> Paid Time off </li><li> Birthday Time Off </li><li> Bereavement Leave </li><li> Life Insurance Group Personal Accident Program </li><li> Employee Assistance Program </li><li> Volunteer Time Off, paid time yearly to volunteer with an organization of your choice. </li><li> Recognition programs </li><li> Wellness Incentive Program </li><li> Learning and Development Programs </li></ul><b> Virtual First </b>Concentrix is a Virtual First company, which means working outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but an Internet connection and a space at home to work is required. While you can work from your home, we do require that you are within a commutable distance (NCR, Cavite, Rizal, Laguna, and Bulacan), of the local office to ensure you can attend when/if required by the company. 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Hiring company
Webhelp
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AED 37Duration: Upto 4 Weeks
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https://ph.jooble.org/external/1616896908876866817?cpc=d0FU&utm_source=affiliate&utm_medium=laimoon_organic_ph&extra_ars_request_id=99f38c3916e38d74975c29ff0bf9f0ab