Quality Analyst at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Call Monitoring, Coaching, Data Analysis, Problem Solving, Communication, Team Collaboration, Attention to Detail, Microsoft Office

Industry

Outsourcing and Offshoring Consulting

Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact! WHY JOIN THE A-TEAM? Come for a career, stay for the fun! · HMO coverage for you and your family** · Yearly Kick Off Parties with major giveaways (like the car in 2023) · Get recognized through our ‘Value Awards’ · Grow your career - yes, we love to promote internally · Do meaningful work and collaborate with the best · 900 promotions given each year 2,700+ leadership training courses A SNAPSHOT OF YOUR ROLE You are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO. QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement. Your day could see you: QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to: • Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines. • Meeting the required number of evaluations on a daily, weekly, and/or monthly basis. • Provide accurate and impartial judgement on all transaction evaluations. • Regular coaching sessions with agents to reinforce good behavior and reform opportunities • Reporting of daily, weekly, monthly, and quarterly monitoring scores or any qualityrelated performance together with root-cause/data analysis and recommended action items. • Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures. • Attending administrative hearings and deliberations resulting from the critical error callouts. • Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations. • Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc. • Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session. • Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc. • Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor. • Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training. • Taking proper action on disputes filed against transaction evaluations. • Participating in internal and external client meetings and performance reviews. • Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc. • Reviewing and submitting exceptional calls to be pooled for the good call library. • Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed • Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services. A BIT ABOUT YOU • With a least 1 year of experience as Quality Analyst in a BPO setting. • Must have experience in call monitoring and audit • Ability to work collaboratively and communicate effectively with Team Members at all levels of the organization. • Strong problem solving, coaching, and consulting skills. • Ability to work independently and as part of a team. • Highly organized and detail oriented. • Fully competent in Microsoft Office applications • Willing to work variable shifts including evening, weekends and public holidays. • Able to meet deadlines and adaptable to any additional or different functions that may be assigned from time to time. WHAT SUCCESS LOOKS LIKE • Uninterrupted business operations. • Highly satisfied customers. • Achievement of KPIs. • Highly motivated and high-performing workforce. WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: • Curious and Clever: Smart questions spark smart solutions. • Entrepreneurial Energy: Think like an owner. Solve like a founder. • Fast with Intent: We move fast and deliver real results. • Laugh and Learn: We don’t take ourselves too seriously, just our results. We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

The Quality Analyst is responsible for ensuring compliance with policies and procedures related to information security and conducting monitoring and feedback on agent interactions. They will assess transactions, provide coaching, and report on quality-related performance.