Quality Analyst - Ecommerce (Cebu) | Onsite

Nature Of the Account: Ecommerce

Start Date: ASAP

Type of Support: Non-voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: 

• Finished at least 2 years in college without back subject/s

Work Experience:

• At least 2+ years exp as QA Analyst in a BPO setup (preferably in retail domain)
• Any domain
• Good communication skills

Responsibilities:

• Monitoring and Evaluation: Quality Analysts assess the quality of interactions, such as calls, emails, or chats, against established criteria. They listen to calls, review emails, and analyze data to identify areas of improvement.
• Performance Analysis: They analyze agent performance, providing feedback and coaching to improve their skills and adherence to processes.
• Process Improvement: QAs identify areas where processes are inefficient or broken, and they work to implement solutions and improvements.
• Report Generation: They create regular reports on quality metrics, performance trends, and areas for improvement, often sharing these with management and other relevant teams.