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Quality Assurance Analyst
Quality Assurance Analyst

Job Responsibilities

  • Monitor scheduled tickets and efficiently assign unassigned tickets to engineers with the appropriate skills.
  • Continuously monitor agent states for any variances from typical norms and promptly alert the
    appropriate personnel as necessary.
  • Perform evaluations of agent interactions as assigned to assess service quality.
  • Conduct collaborative evaluations with agents to provide constructive feedback and enhance
    performance.
  • Review engineer QA performance directly with engineers, sharing QA metrics and fostering
    improvement.
  • Identify and report opportunities for engineer or documentation improvement through
    established processes.
  • Leverage sentiment and keyword analysis to identify interactions that deviate from established
    processes.
  • Effectively assign and schedule coaching plans for agents and conduct post-session recaps to
    confirm material comprehension.
  • Respond to and act on engineer absence notifications promptly, ensuring accurate
    representation of employee schedules, including planned and unplanned absences.
  • Maintain an up-to-date engineer schedule to ensure workforce continuity.

Qualifications

  • Proven experience in quality assurance, workforce management, or a related role.
  • Familiarity with contact center operations and ticketing systems.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Proficiency in using quality evaluation tools and software.
  • Ability to provide constructive feedback and coaching.
  • Capacity to work independently and collaboratively within a team.
  • Problem-solving skills and the ability to adapt to a dynamic environment.

CLOSED

Personal Information

Acceptable formats are .docx or pdf with a maximum file size of 15MB

Address

TDG In.Hub Building, AFP-RSBS Industrial Park, KM 12 East Service Road corner C5, Western Bicutan, Taguig, Philippines 1630

Contact
(+632) 8830 - 8888
info@tesi.com.ph