Quality Auditing Analyst Jobs in Cebu

Gratitude Inc

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18 hours ago

2-3 Year(s)

Cebu Central Visayas

Job Description

Key Skills

Microsoft Excel avaya system CSAT Quality Analyst Subject Matter Expert Quality Analyst skills Avaya CMS, Symposium Web Client

6 candidate(s) have already applied for this Job. Apply now

We are currently in search of Quality Auditing Analysts for placement in the vibrant city of Cebu.

Job Responsibilities:

Serve as a Subject Matter Expert (SME) for the Quality function.

Function as the initial point of escalation for Quality performance and reporting matters.

Conduct routine Quality audits in adherence to established sampling standards, ensuring consistent and client-standard compliant service delivery.

Provide immediate feedback to frontline processors/agents based on observations gathered during monitoring.

Facilitate Calibration sessions with the Operations team and the Client to ensure alignment.

Produce timely and precise reports that include daily, weekly, and month-to-date (MTD) scores at the agent, team, and Statement of Work (SOW) levels.

Assist in the implementation of plans and strategies tailored for the deployment of quality initiatives to the operations team.

Conduct Weekly/Monthly business reviews with stakeholders to assess overall Quality and Customer Satisfaction (CSAT) performance.

Qualifications:

Open to both college graduates and college undergraduates with relevant work experience.

A minimum of 2 years of pertinent experience in Quality Auditing/Quality Assurance.

Proficiency in the use of Avaya CMS application.

Excellent skills in Microsoft Excel.

Demonstrated advanced knowledge in real-time management and the ability to make sound decisions when executing real-time action plans.

Willingness to work in the enchanting city of Cebu

Why Join Us?

Embrace a world of possibilities with us and enjoy the following benefits:

A competitive salary package, accompanied by enticing company bonuses and performance incentives.

Night differential pay for those working late hours.

Loyalty rewards, delightful Christmas gifts, and special inclusion and diversity benefits.

Generous paid sick and vacation leaves.

An expanded maternity leave of up to 120 days* for new mothers.

Comprehensive HMO coverage (both medical and dental) from day one of employment.

Life insurance for added security.

The option to participate in our Employee Stock Purchase Plan.

A well-structured retirement plan to secure your future.

Flexible working arrangements for a harmonious work-life balance.

Convenient office locations.

A nurturing and healthy work environment.

Countless opportunities for career advancement and promotions.

Engage in fulfilling volunteering opportunities and make a difference in the community.

Don't miss this extraordinary opportunity to join our team. Apply now and let your career flourish in a setting filled with endless possibilities and a commitment to excellence.

Role

QA/QC Exec.

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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