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Quality Assurance Analyst at Probe CX

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Transaction Monitoring, Performance Evaluation, Quality Standards Adherence, Compliance Regulation Alignment, Chat Audits, Data Analysis, Feedback Provision, Report Preparation, Client Calibration, Messaging Quality Improvement, Key Performance Indicator (KPI) Achievement, Agent Training, Agent Development

Industry

Outsourcing and Offshoring Consulting

Description

Responsible for: Monitoring agent transactions to evaluate performance and ensure consistent alignment with established quality standards and compliance regulations. Main Activities and Responsibilities: Monitor agent transactions ● Conduct transaction monitoring or chat audits based on monitoring guidelines ● Analyze and evaluate as per client requirement ● Identify areas of strength and opportunity of each agent ● Provide feedback and areas for improvement Prepare reports and provide support to program management ● Prepare chat observation report, agent quality monitoring report, client updates and other reports/documents as needed ● Attend and participate in internal and external client calibration sessions regularly or as scheduled ● Compile and provide recommendations to QA Manager to improve messaging quality Occasionally handle chats when needed ● Effectively control the speed of the chat to ensure accuracy ● Meet all set KPIs as required by ProbeCX and the client Other ● Provide assistance in agent training and development ● Complete tasks delegated/assigned by the QA Manager ● Perform other reasonable duties as required Core Competencies:

Responsibilities

The primary responsibility involves monitoring agent transactions to evaluate performance and ensure strict adherence to established quality standards and compliance regulations. Key activities include conducting transaction monitoring, analyzing results based on client requirements, identifying agent strengths and areas for improvement, and preparing various quality reports.