JobsAvenuePH Quality Auditing Senior Analyst

JobsAvenuePH

C$852-1.2K[Monthly]

On-site - Makati1-3 Yrs ExpDiplomaFull-time

Allowances
Meal Allowance
Employee Recognition and Rewards
Performance Bonus, Employee Recognition Program
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
Disability Insurance, Health Insurance, Life Insurance, HMO
Perks Benefits
Employee Discount, Sleeping Quarters
Professional Development
Mentorship Program
Time Off & Leave
Bereavement Leave, Maternity & Paternity Leave, Parental Leave, Vacation Leave

We are seeking an experienced Quality Assurance (QA) Supervisor to lead our QA team in monitoring, evaluating, and enhancing customer interactions.
This role ensures that our call center operations meet high-quality service standards while driving continuous improvement.
Oversee the QA team in evaluating inbound and outbound calls, chat, and email interactions.
Develop and implement quality assurance strategies to enhance customer service performance.
Provide detailed feedback and coaching to agents to improve communication and adherence to company policies.
Collaborate with training teams to identify skill gaps and implement targeted learning initiatives.
Generate and analyze QA reports to identify trends, areas for improvement, and best practices.
Ensure compliance with industry regulations, company policies, and performance metrics.
Conduct regular calibration sessions with stakeholders to maintain consistency in quality evaluations.
Lead process improvement initiatives to enhance efficiency and customer satisfaction.

Proven experience as a QA Supervisor or Senior QA Analyst in a call center environment.
Strong leadership skills with experience in managing and mentoring a QA team.
Excellent analytical and problem-solving skills to identify and address performance gaps.
Proficiency in QA tools and call monitoring systems.
Exceptional communication and coaching skills to provide constructive feedback.
Knowledge of industry compliance standards and customer service best practices.

Data AnalysisTroubleshootingData ProcessingQuality ControlProblem Solving SkillsBPOQuality AuditingQuality Management