Quality Analyst

Company Overview: At BrainCX, we are leaders in the EmTech Accelerator sector, guiding renowned brands through digital transformation. Our integration of Generative AI and Human Intelligence redefines customer interactions, particularly within the automotive industry.

Position Summary:  As a Quality Assurance Specialist at BrainCX, you play a critical role in ensuring the quality and consistency of our contact center operations. You will be responsible for monitoring, evaluating, and providing feedback on customer interactions to maintain high standards of service delivery and client satisfaction.

Roles and Responsibilities:

• Conduct quality assurance evaluations of customer interactions, including phone calls, emails, and chat sessions, to ensure adherence to company standards and policies.
• Develop and implement quality assurance processes and procedures to enhance the overall quality of service delivery.
• Provide regular feedback and coaching to customer service representatives to improve performance and consistency.
• Analyze quality assurance data and trends to identify areas for improvement and implement corrective actions as needed.
• Collaborate with the Training and Development team to design and deliver training programs focused on quality improvement.
• Participate in calibration sessions with team leaders and supervisors to ensure alignment on quality standards and evaluations.
• Maintain accurate records of quality assurance evaluations and performance metrics.
• Stay updated on industry best practices and emerging trends in quality assurance and customer service.
• Serve as a subject matter expert on quality assurance processes and procedures, providing guidance and support to team members as needed.
• Assist in the development and implementation of quality-related projects and initiatives.

Skills and Requirements:

• Minimum of 2-3 years of experience in a Quality Assurance role within a contact center or customer service environment.
• Strong understanding of quality assurance principles, methodologies, and best practices.
• Excellent attention to detail and analytical skills, with the ability to identify trends and patterns in data.
• Effective communication skills, both verbal and written, with the ability to provide constructive feedback in a clear and concise manner.
• Proficiency in using quality assurance tools and software.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving skills and the ability to prioritize tasks effectively.
• Customer-centric mindset with a focus on continuous improvement and excellence.
• Bachelor's degree in business administration, communication, or a related field preferred.
• Must utilize a noise-cancelling headset and maintain a quiet work environment.

Work Location & Schedule:

• Willingness to work night shifts, between 7 PM - 6 AM, Philippines time.
• Availability is required Monday through Sunday, with shifts assigned accordingly.

Compensation:

• Salary ranges from ₱30,000 to ₱34,000 monthly, with opportunities for bonuses.

A Passion for the Automotive Industry:

• A genuine enthusiasm for the automotive industry is crucial.
• Enjoyment in discussing all aspects of automobiles with customers is a core part of the job.