Quality Analyst

SUMMARY
Part of the support team and will be focused mainly on ensuring that the account meets the quality monitoring goal set by the ---------- SENTIAL DUTIES AND RESPONSIBILITIES
• Performs real time and/or historical email monitoring and provides trend data to program team leaders and managers.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
• Provides coaching to agents.
• Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.

REQUIREMENTS
• With atleast 6 mos of QA experience
• Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
• A Graduate of BS Statistics or BS Mathematics is an advantage
• With excellent communication skills
• Must be flexible in schedule and willing to be assigned in Alabang in shifting schedule