Quality Assurance Analyst - 35k salary packageSelect VoiceCom

SVC PH, Inc., an affiliate of Executive Boutique Call Center, is currently looking for a Quality Assurance Analyst to start ASAP!
 
Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 15th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say "I work at Executive Boutique/Select VoiceCom and think it's a great place to work!".
 
The owners and managers at EB/SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply with us today and join the growing EB/SVC family. You won't regret it!
 
Checkout our Facebook page: www.facebook.com/selectvoicecomph
 
What we offer:
Php35,000 salary package
On-site work setup
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
Responsibilities:
Monitors calls and provide feedback to agents
Partner with the training team in providing feedback that would improve overall quality of performance
Participates in call calibrations, monitoring with client and operations team expert on product support, escalations, verifications
Coach and develop agents on quality, customer satisfaction and policies and procedures of the account
Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause
Generates reports and quality updates
Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager
Defining the quality parameters to the agents and defining the scope of improvisation
Perform other duties assigned
Desired Skills and Knowledge:
At least 1 year of QA experience in a BPO company
Excellent performance and attendance in current/previous role
Excellent time management skills
Good performance management skills
Coaching experience is highly preferred
Ability to take instructions from management and ensure follow up
Strong support skills and ability to work well under pressure
Flexibility to work various schedules
Excellent communication skills, both written and verbal
Work Schedule: Night Shift