Quality Analyst - Pasig, Pilipinas - Datamatics Careers- Philippines

Paglalarawan

Job Description Adobe Campaign

• Conduct thorough audits of customer interactions, including phone calls, chats, and emails, to assess adherence to quality standards and performance metrics.
• Evaluate representative performance based on predefined criteria such as call etiquette, accuracy, empathy, and resolution effectiveness.
• Provide detailed feedback to representatives on areas of strength and opportunities for improvement identified during audits.
• Collaborate with team leaders and trainers to develop targeted coaching and training programs tailored to individual and team performance needs.
• Track and analyze quality metrics and trends to identify patterns, root causes of issues, and opportunities for process improvement.
• Participate in calibration sessions with team leaders and peers to ensure consistency and alignment in quality evaluation standards.
• Assist in the development and refinement of quality assurance processes, guidelines, and evaluation criteria.
• Communicate audit findings and quality improvement initiatives effectively to stakeholders at all levels within the organization.
• Stay updated on industry best practices and trends in customer service and quality assurance to continuously enhance skills and knowledge.

Other Responsibilities:

• Ensure compliance with call center policies, procedures, and regulatory requirements during quality assessments.
• Maintain confidentiality of customer information and sensitive data in accordance with company policies and privacy regulations.
• Act as a subject matter expert and resource for representatives seeking guidance on quality standards and best practices.
• Provide AER coaching and rapport building with the agents