Hire Quality Analyst / Quality Assurance Specialist In Philippines
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Sarah W.
$400.00/Month
Philippines
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Quality Analyst / Quality Assurance Specialist
With over 3 years of experience in the BPO Industry who handled both airline and food delivery service campaigns across Europe and North America. As a Quality Analyst, I was required to: - Take first line and supervisory calls. - Ensure calls would have good customer satisfaction survey, below 8% same day repeat caller, explain what happened, offer alternatives for any disruptions and set expectations of what's next. - Maintain 4-8 minutes average call handling time. - Led call calibrations with operations and clients. - Conducted weekly team quality discussions, presented scores, explained top markdowns, Do’s and Dont’s, presented way forwards, quality games and Q&A sessions. - Audited the Quality of Operations' call handling, identified opportunities and shared best practices - Audited all calls from reservations that were reported to DOT, escalated by Customer Relations and clients. - Mentored agents who experienced difficulty in communicating using the English language.
| EXPECTED SALARY | AVAILABILTY | EDUCATION | EXPERIENCE |
|---|---|---|---|
| $400.00/Month | Part-Time | Bachelor | 3 years |
| EXPECTED SALARY | AVAILABILTY |
|---|---|
| $400.00/Month | Part-Time |
| EDUCATION | EXPERIENCE |
|---|---|
| $Bachelor | 3 years |
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