Quality Analyst - Ecommerce
Quality Analyst - Ecommerce
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1 Vacancy
Job Description
Nature Of the Account: Ecommerce
Start Date: ASAP
Type of Support: Non-voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule Restdays: 24x7
Educational Requirement:
- Finished at least 2 years in college without back subject/s
Work Experience:
- At least 2 years exp as QA Analyst in a BPO setup (preferably in retail domain)
- Any domain
- Good communication skills
Responsibilities:
- Monitoring and Evaluation: Quality Analysts assess the quality of interactions such as calls emails or chats against established criteria. They listen to calls review emails and analyze data to identify areas of improvement.
- Performance Analysis: They analyze agent performance providing feedback and coaching to improve their skills and adherence to processes.
- Process Improvement: QAs identify areas where processes are inefficient or broken and they work to implement solutions and improvements.
- Report Generation: They create regular reports on quality metrics performance trends and areas for improvement often sharing these with management and other relevant teams.
Employment Type
Full Time
