Call Quality Analyst

Remote

Full Time

Quality Assurance

Experienced

Immediate Superior / Reports to: QA Manager
Location: Philippines - Remote / Work from Home

About the Role

Our ideal candidate is self-driven, detail-oriented and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

Objectives

Interpret, build upon, and comply with company’s quality assurance standards.
Document quality assurance activities with internal reporting and audits.

Duties and Responsibilities:

Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers and the internal team members ensuring compliance with quality standards, guidelines and procedures.
Maintain audit, coaching and performance logs.
Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors.
Play a part in developing supporting documentation for training and operations.
Contribute to call calibration sessions.
Participate in team meetings to discuss agent evaluation feedback, and implementation of quality management strategies.
Provide training to team members; and conduct coaching sessions whenever deemed necessary.
Identify issues, analyze performance, and communicate trends to the QA Manager.
Serve as an intermediary for escalations between agents and consumers.
Perform other responsibilities as assigned by the QA Manager.

Required Skills and Qualifications

Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience.
A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection.
With data research skills.
Knowledge on data analysis.
Excellent analytical and problem-solving abilities and meticulousness.
Highly developed attention to detail.
Outstanding communication skills in both writing and speaking.
Capability to submit high-quality deliverables accurately and within the agreed timeline.
Proven track record of consistently meeting and exceeding set goals.
Ability to work both as part of a team and independently with minimal supervision.

Preferred Skills and Qualifications

Ability to understand and speak the Spanish language is a plus.
Experience in a training and coaching environment is an advantage.
Strong computer skills and knowledge of Google Workspace and Salesforce.

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

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How much total of work from home experience do you have?*

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How much call quality assurance experience in a BPO setting do you have?*

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DESKTOP / LAPTOP INFORMATION

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SPEED TEST

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VOICE RECORDING

Go to the Vocaroo website and record or upload a recording of your voice using the script below in a distraction and noise-free environment. You may use your computer’s voice recorder and upload the file on the Vocaroo site.

Script:
At Expertise.com, we make it easy to find the best local experts, every time.

Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is.

My name is ____________ (Talk for 2-3 minutes about your work experience, your work environment at home, and why you want to work from home.)

Once done, paste your voice recording link in the answer box.*

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