Offer: Quality Assurance Analyst (Alabang)
Sykes Asia, Inc. – Metro Manila – JOB DESCRIPTION SUMMARY The Quality Analyst is part of the support team and will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client. ESSENTIAL tasks AND RESPONSIBILITIES ? Quality Monitoring Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers. Uses quality monitoring data management system to compile and track performance at team and individual levels. Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review. ? Agent Performance Management Provides side by side mentoring and coaching to agents. Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers. Provides actionable data to various internal support groups as needed. ? Documentation Weekly quality monitoring results provided by account’s Quality team ar… – Permanent – Full-timeApply for this job.