Quality Assurance Analyst
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Job Location:
Pasig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Description:
The Quality Assurance Analyst takes responsibility for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives. He/She evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards. He/She fairly and consistently reviews calls of agents for accuracy and coaches each agent for success in executing superior service and quality to our customers. He/She documents the call quality results and provides feedback and trend data to the management as required.
Your future duties and responsibilities:
. Monitors and reviews agents call and/or ticket case handling for accuracy of information in accordance with client-specific guidelines.
. Record evaluations utilizing departmental quality monitoring forms.
. Deliver coaching feedback to agents on call performance.
. Provide Supervisors and the Manager with regular performance feedback on the agents.
. Prepare and analyze quality reports for Management review.
. Participate in the design of quality monitoring forms and quality standards. . Able to work extended hours when required.
Skills:
- Business Process Outsourcing
- English
- Analytical Thinking
- Client Management
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
