Quality Analyst - PH

at  Broadpath

About Us:
Our culture is based on connection, and that fuels our outstanding performance. At BroadPath, we maintain and nourish a commitment to home-based talent and innovative workforce technology that enables us to deliver unrivaled quality, flexibility, and transparency. We believe in meeting our associates where they are, be it in geography or career development. Our proprietary platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce and enabling our associates to reach their full potential. BroadPath is where connection happens.
Today, we provide services to Future 10 Health plan companies and Healthcare providers. BroadPath essential business functions include customer experience, sales, and back-office operations.
Overview:
BroadPath is immediately hiring a Quality Analyst to work from home. Our Quality Analyst will perform audits on various internal departmental interactions and processes, create and maintain quality reports, trends, and analysis data, and provide feedback to leadership.
The Quality Analyst ensures compliance and production standards are consistently maintained. The QA will partner with the supervisor to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. QA’s will measure daily team performance and quality standards based on established call center metrics and benchmarks. QA’s may also be required to assist with call-taking during AHOD periods.

Responsibilities:

• Evaluate recorded calls to identify areas of service delivery that did not meet performance standards.
• Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership, and assigned Agents.
• Provide coaching to agents in conjunction with Supervisor to ensure continuous improvement.
• Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology.
• Complete audits on departmental processes and interactions.
• Recommend and implement initiatives to improve departmental performance.
• Participate in various meetings with Departments.
• Promote alignment between interdepartmental interactions and processes.
• Create job aids and/or tips to improve performance trends.
• Update reports, deliver trending data, and collaborate with Quality, Departmental Leadership, and Training on performance improvement initiatives.
• Coordinate with fellow quality analysts to ensure project, company, and departmental goals are met.

Qualifications:

• Must be present within the first 90 days of employment due to the critical training/nesting period.
• Minimum of one year of recent experience as a call center Quality Analyst.
• Experience measuring employee performance including coaching to call center metrics.
• Strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.).
• Excellent verbal and written communication skills.
• Ability to remain focused and productive each day though tasks may be repetitive.
• Excellent verbal and written communication skills
• Reliable hardwired internet is a must with at least 25mbps download|10mbps upload speeds
• Must reside in Metro Manila area

PREFERRED QUALIFICATIONS:

• Previous work at home experience
• Data analysis or equivalent experience
• Managing pivot tables/charts or equivalent experience
• Quality analyst experience or equivalent
• Customer service experience, demonstrating quality excellence
• Any Client facing experience

CANDIDATE WILL BE RESPONSIBLE FOR PROVIDING:

• Responsible for providing your own 19” monitor or larger with VGA or HDMI port with corresponding cable, USB wired mouse, ethernet cable, and optional USB wired keyboard
• Reliable hardwired internet is a must with at least 25mbps download|10mbps upload speeds

Responsibilities:

• Evaluate recorded calls to identify areas of service delivery that did not meet performance standards.
• Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership, and assigned Agents.
• Provide coaching to agents in conjunction with Supervisor to ensure continuous improvement.
• Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology.
• Complete audits on departmental processes and interactions.
• Recommend and implement initiatives to improve departmental performance.
• Participate in various meetings with Departments.
• Promote alignment between interdepartmental interactions and processes.
• Create job aids and/or tips to improve performance trends.
• Update reports, deliver trending data, and collaborate with Quality, Departmental Leadership, and Training on performance improvement initiatives.
• Coordinate with fellow quality analysts to ensure project, company, and departmental goals are met