Job Description
Are you ready to drive service excellence at the next level?
Valor Global, Inc. is seeking a dedicated Quality Analyst to join our dynamic team in Taguig City. In this pivotal role, you will be instrumental in shaping our customer service standards and ensuring top-tier performance across all communication channels. We value individuals who are passionate about coaching, analyzing data, and fostering a culture of continuous improvement.
You will conduct regular quality monitoring, provide constructive feedback to agents, and identify trends that impact our service metrics. Join us to not just monitor calls, but to mentor agents and elevate the overall customer experience. We offer a collaborative environment and significant growth opportunities for those looking to advance their career in Quality Assurance.
Responsibilities
- Conduct regular quality monitoring and evaluation of customer interactions (calls, emails, chats) to ensure compliance with company policies and quality standards.
- Provide actionable feedback and coaching to agents to improve their performance and enhance the customer experience.
- Analyze performance data and trends to identify root causes of issues and recommend process improvements.
- Develop, update, and maintain quality assurance scripts, call flows, and evaluation criteria.
- Collaborate with the operations team to implement training programs and coaching sessions.
- Prepare detailed monthly or weekly quality reports for management review.
- Stay updated on industry best practices and integrate them into our QA framework.
Qualifications
- Bachelor’s degree in Business, Communications, Psychology, or a related field.
- Proven experience as a Quality Analyst or in a Customer Service role within a BPO or Call Center environment.
- Strong analytical skills with the ability to interpret data and generate meaningful insights.
- Excellent communication skills, both verbal and written, with a keen eye for detail.
- Ability to provide constructive feedback and mentorship to improve team performance.
- Familiarity with QA tools and CRM systems is a strong advantage.
- Self-motivated, organized, and able to work in a fast-paced, target-driven environment.
- Strong problem-solving skills with a customer-centric approach.