Quality Assurance Analyst

JOIN US today and enjoy the following benefits:

  • Generous monthly bonus program
  • Medical / Dental coverage
  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB
  • Career development
  • Life insurance program
  • Vacation and family leave programs
  • Annual salary increase based on performance
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Free weekly in-house massage
  • Family atmosphere
  • Cozy sleeping lounge and canteen plus entertainment area
  • Great offices in IT park with outdoor private terrace overlooking Cebu City

Job summary:

The Quality Assurance Specialist will be responsible for monitoring and coaching a team of Lead Generation Agents that produce quality leads for the organization. The ideal candidate has good judgment in assessing quality standards, and can coach agents in a supportive manner.

Responsibilities:

  • Ensure quality standards are achieved and general guidelines are followed by individual agents
  • Review reject report daily and take all relevant actions to save leads, mitigate rejection issues, identify agent coaching opportunities, etc.
  • Identify specific coaching opportunities for agents under review through extensive review of unsuccessful call recordings
  • Encourage agent performance improvements through enthusiastic and consistent coaching at a call level (following the script, verifying lead details, gaining correct opt-in, etc)
  • Monitor new agent recordings at a high level to closely track adherence to best practices
  • Perform live call monitoring to identify real-time coaching opportunities
  • Compile coaching opportunity recording for agent coaching sessions

Desired Skills & Knowledge:

This position requires a driven, detailed individual who consistently communicates to the client, agents and the Campaign Manager

  • At least 2 years of experience in a BPO environment
  • Must possess a Bachelor’s/College degree
  • Excellent verbal and written communication skills
  • Demonstrated the ability to coach other people
  • Demonstrated experience in training 
  • Excellent time management skills
  • Analytical thinking and problem solving skills
  • Temporary work-from-home set-up

 

Work Schedule: Night Shift

Quick apply below!

We are only accepting online applications for now. Interested candidates may attach a copy of their updated resume on the form below.

Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call between 10AM-7PM (Mondays-Fridays) for an interview within 1-7 working days.