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Quality Analyst

Cebu, 07, PH, 6000

Description: 

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

 

Are you ready to be one that AIMS HIGHER. REACHES FARTHER when achieving results in a fast-paced environment? Can you ACT BOLD.BE PASSIONATE in attracting the right talent? Can you BE ONE.HELP MANY when meeting deliverables? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

 

JOIN OUR TEAM TODAY!

 

ESSENTIAL FUNCTIONS 

 

  • Evaluates agent interactions based on set guidelines and provides feedback for improvement 

  • Escalates quality-related issues to leaders as appropriate 

  • Creates partner team-level QA reports with partner Operations supervisors as target audience 

  • Presents QA findings and recommendations during business reviews with partner supervisors 

  • Coordinates with supervisors on the schedules and availability of assigned agents to ensure that audit requirements are met 

  • Keeps track of daily and weekly personal audit compliance 

  • Coaches agents on their observations and provides recommendations 

  • Participates in calibration sessions, internal and external  

  • Participates in meetings with the client as required 

  • Takes customer interactions as directed by management 

  • Works within established procedures with a moderate degree of supervision 

  • Performs other QA-related tasks that may be required by management 

 

REQUIRED EDUCATION AND EXPERIENCE

  • At least 1 year experience doing call monitoring, root cause analysis, and coaching towards Quality is required
  • At least 1 year experience in a BPO set-up or captive center is required

  • Should possess strong analytical skills 

  • Must have strong communication skills since this role requires to be in communication with leaders such as supervisors and managers. 

  • Must be knowledgeable of Office applications (Excel, PowerPoint, Word or equivalent Google applications) 

 

PERKS & BENEFITS

  • Competitive Salary
  • Insurance and other company benefits
  • Fun, Healthy Work Environment

About Continuum Global Solutions, LLC 

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

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