Quality Assurance Analyst - Manila, Pilipinas - VCC Link, Inc.

    VCC Link, Inc.
    VCC Link, Inc. Manila, Pilipinas

    3 linggo ang nakalipas

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    Paglalarawan
    YOUR TALENT SOLUTIONS PARTNER FOR THE LONG HAUL. V-Call Center Link (VCC Link), Inc. was established in 2004 primarily as a firm that offers solutions to offshore and outsourcing companies, addressing business needs such as the supply of quality workforce, customer service training, and turnkey solutions set up. Champion contributor for the Philippines Information Technology and Business Process Management (IT-BPM) sector, VCC Link has now focused on providing recruitment solutions to the outsourcing industry.

    The Role

    Your Responsibilities Will Include

    • Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with CX standards.
    • Provide notification and process feedback to front-line agents on observations gathered from call audits.
    • Demonstrates best practices in calls and email handling to agents.
    • Facilitates calibration sessions. Able to convince all participants of recommendations in terms of applying agreed standards on interactions audited.
    • Performs quality analysis and can identify root causes and create relevant action items to improve and sustain performance.
    • Facilitates review sessions with BU reps, contact center, and SMEs to ensure that processes are aligned to current CX business SOPs
    • Supports the implementation of plans and strategies designed and developed for rolling out quality initiatives to the operations team.
    • Provides recommendations on initiatives that will improve overall Quality and CSAT performance.
    • Drives process improvement programs i.e. Lean and Agile

    Ideal Profile

    • At least 2-3 years of call center QA experience
    • Willing to work on a night shift schedule
    • Willing to work on-site in Taguig

    We request your consent to collect, process, and share your personal data with our hiring clients for application purposes, in accordance with the Data Privacy Act of 2012 of the Philippines. Your information will be handled confidentially and used solely for the recruitment process. By proceeding with this application, you acknowledge and agree to our data privacy policy.

    What's on Offer

    • Work in a company with a solid track record of performance
    • Join a well known brand within Consulting
    • Opportunity to make a positive impact