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Transaction Quality Analyst in CEBU, PH at Concentrix

Date Posted: 3/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    CEBU, PH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

- Provide quality metric analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent
quality performance measures
- Provide root cause analysis on program, team and agent level identified opportunities
- Provide recommended intervention activities to address quality metric opportunities identified
- Provide training agenda feedback on nesting quality metric performance
- Provide analysis on other operational metrics such as average handle time, emails per hour, etc…
- Monitor QA Scores of the assigned account
- Track and act on customer feedback
- Review Quality parameters and make changes whenever necessary in consultation with Operations
- Monitor Calibration levels
- Prepare Quality Improvement Plans