Deskripsi Pekerjaan
At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first.
We are seeking a dedicated and analytical Quality Assurance Analyst to join our dynamic team in Taguig. In this role, you will be instrumental in maintaining high standards of service delivery, ensuring customer satisfaction, and optimizing operational processes. You will work closely with operations teams to identify improvement opportunities, drive excellence in every interaction, and contribute to a culture of continuous improvement.
This is a project-based opportunity for a duration of one year, offering a fantastic chance to enhance your skills in a supportive and professional environment.
Tanggung Jawab
- Conduct comprehensive quality monitoring of calls, emails, and chat interactions to ensure adherence to company standards.
- Analyze performance metrics and generate detailed reports on team and individual quality scores.
- Identify process gaps and recommend actionable solutions for operational efficiency.
- Facilitate training sessions and coaching to enhance agent skills and compliance.
- Collaborate with management to implement and refine quality standards and SLAs.
- Participate in root cause analysis to resolve recurring quality issues and prevent future errors.
Kualifikasi
- High school diploma or Bachelor’s degree in any relevant field.
- Minimum of 1-2 years of experience in a BPO Quality Assurance or Customer Service role.
- Strong analytical and problem-solving skills with keen attention to detail.
- Excellent written and verbal communication abilities.
- Proficient in MS Office Suite and CRM software.
- Ability to work independently and meet strict deadlines in a fast-paced setting.