Home Philippines Quality Analyst | Crypto | Bohol
Home Philippines Quality Analyst | Crypto | Bohol
Quality Analyst | Crypto | Bohol
Full time
at Ibex Global
in
Philippines
Posted on May 8, 2024
Job details
The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.
- Monitoring of Calls – 15-30 calls per day
- Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
- Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
- Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
- Identify and report any required training issues to department management and trainers.
- Take an active part in the evolution of the attribute document
- Identify changes that need to be made to our evaluation tool
- Create and update standards as appropriate
- Create scripting and resources for agents when requested or needed
- Provide in-depth comments on evaluations for manager coaching
- Train new members that join our team
- Follow up with issues identified to ensure they are resolved
- Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
- Team Accountability (QA and CSi Performance) – weekly progress report with action items
- Attend and actively participate in weekly calibration and facilitation on a rotational basis
- QA Orientation for New Hires – as needed
- QA Orientation for Cross Skilling of agents – as needed
- Facilitation of Mock Calls and Certification – as needed
- Perform other duties and special projects as assigned.
- Minimum 1 year previous experience as a Quality Analyst (for External)
- Minimum 1 year previous Call Center experience (for Internal)
- Intermediate knowledge in MS Office especially MS Excel
- Previous front-line experience and successful completion of program specific training on the program being supported is required.
- Strong interpersonal communication skills
- Effective oral and written communication skills
- Team-oriented and Self-motivated
- Performance-oriented and Results – Oriented
- Exception performance History in the area of Quality Performance and CSi
- Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
- Ability to respond positively to changing environment
- Ability to exhibit professionalism/credibility in his/her facilitation skills
- Demonstrated ability to work with and lead a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)
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management and trainers. </li><li> Take an active part in the evolution of the attribute document </li><li> Identify changes that need to be made to our evaluation tool </li><li> Create and update standards as appropriate </li><li> Create scripting and resources for agents when requested or needed </li><li> Provide in-depth comments on evaluations for manager coaching </li><li> Train new members that join our team </li><li> Follow up with issues identified to ensure they are resolved </li><li> Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews. </li><li> Team Accountability (QA and CSi Performance) – weekly progress report with action items </li><li> Attend and actively participate in weekly calibration and facilitation on a rotational basis </li><li> QA Orientation for New Hires – as needed </li><li> QA Orientation for Cross Skilling of agents – as needed </li><li> Facilitation of Mock Calls and Certification – as needed </li><li> 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Students can also take the certification to enhance their CV.<br /> <br /> <strong>Benefits of Certification</strong> <ul> <li><strong>Government Certification</strong></li> <li>Certification valid for life</li> <li>Lifelong e-learning access</li> <li>Learning Hours: 13+ hrs</li> </ul> <br /> <strong>How It Works</strong> <ol> <li>Select Certification & Register</li> <li>Receive Online e-Learning Access (LMS)</li> <li>Take exam online anywhere, anytime</li> <li>Get certified & Increase Employability</li> </ol> <strong>Test Details</strong> <ul> <li>Duration: 60 minutes</li> <li>No. of questions: 50</li> <li>Maximum marks: 50, Passing marks: 25 (50%).</li> <li>There is NO negative marking in this module.</li> <li>Online exam.</li> </ul> <br /> <strong>TABLE OF CONTENT</strong><br /> <br /> <strong>Introduction & Overview</strong> <ul> <li>Introduction</li> <li>Overview</li> <li>History</li> <li>What is software testing?</li> <li>Why is testing required?</li> <li>Software Quality</li> 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between responsibility and accountability within the context of quality management, ensuring clarity in roles and responsibilities.</li> <li><strong>Quality Management Principles:</strong> Discover the fundamental principles that underpin effective quality management, with a focus on the major changes introduced in ISO 9001:2015 and their significance.</li> <li><strong>Major Changes:</strong> Explore the core concepts and terminology differences in ISO 9001:2015, emphasizing the importance of documented information, organizational knowledge, and risk-based thinking.</li> <li><strong>Process Approach:</strong> Learn the concept of the process approach, including the Plan-Do-Check-Act (PDCA) cycle, and how it aligns with ISO 9001:2015, unlocking key benefits for your organization.</li> <li><strong>Context of the Organization:</strong> Gain insights into understanding your organization's context, conducting SWOT analysis, identifying interested parties and their needs, and crafting strategic objectives and plans.</li> <li><strong>Quality Objectives: </strong>Understand the concept of quality objectives, how they relate to ISO standards, and master the art of setting SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives.</li> <li><strong>Performance Evaluation: </strong>Explore the critical aspects of performance evaluation within ISO 9001:2015, including customer satisfaction analysis, key performance indicators, and management review meetings.</li> <li><strong>Now What: </strong>Summarize your course journey, highlighting key takeaways and reinforcing your newfound knowledge and skills.</li> <li><strong>Helpful Tools: </strong>Discover a toolkit of essential quality management tools such as SIPOC, flowcharts, control charts, cause and effect diagrams, Pareto charts, 5 WHYs, and more to enhance your practical abilities.</li> <li><strong>See you soon: </strong>Conclude your course with a message of anticipation for your future endeavors in the world of quality management and ISO 9001.</li> </ul> <strong>What will make you stand out?</strong> <ul> <li>Courses accredited by the UK's top awarding bodies.</li> <li>Opportunity to order PDF & Hardcopy Certificate.</li> <li>Lifetime access to the whole collection of learning materials.</li> <li>Interactive Content.</li> <li>You can study and complete the course at your own pace.</li> <li>24/7 Student Support.</li> <li>Opportunity to learn from trained professionals.</li> <li>Affordable price.</li> </ul> <strong>Career path:</strong><br /> This course aims to assist you in achieving your career goals. 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Hiring company
Ibex Global
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Certified Manual Tester VskillsAED 155Duration: 1 To 2 Months
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Quality Management and Strategic- ISO 9001 NextGen LearningAED 45Duration: Upto 9 Hours
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