Quality Analyst Lead - BPO - Immediate Start

We are searching for an organized Quality Analyst Lead - BPO to join our diverse team at Transcosmos in Asturias Asturias
Growing your career as a Full Time Quality Analyst Lead - BPO is a fantastic opportunity to develop relevant skills.
If you are strong in leadership, planning and have the right initiative for the job, then apply for the position of Quality Analyst Lead - BPO at Transcosmos today!

At least 3 year-experience in developing and implementing quality assurance programs in a call center environment. Knowledgeable in management in the BPO or similar industry. Must be amenable to shifting schedules. Proficiency in Microsoft Office applications including Excel, PowerPoint and Word. Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills. Dependability regarding completion of assignments and attendance. Excellent oral, written and interpersonal communication skill. Ability to solve problems quickly and independently while working in a fast-paced environment. Experience persuading audience and front line employees to support new initiatives. Exceptional listening skills. Intermediate to advanced reporting skills. Excellent ability to identify and analyze data for trends. Experience in providing performance feedback. Amenable to work onsite (Ortigas, Pasig City & Gilmore, Quezon City) Amenable to work on a shifting schedule, weekends and holidays. Job Description Develops and initiates standards and methods for audits, testing, and evaluation. Assists the quality assurance associates and trainers in developing and maintaining the procedures and work instruction guide. Establishes program to evaluate precision and accuracy of performance measurement. Ensure quality monitoring is done to improve overall quality performance across the project based on the quality standards. Providing feedback and coaching based on quality audits, complaints and buyer / seller satisfaction remarks to improve on their communication and overall quality performance. Training CSR’s on soft skills ticket handling and communication skills. Providing report and analysis on quality and CSAT Provide analysis/audits to identify areas of dissatisfaction that did not meet pre-established performance standards of the venture. Create analysis on the scrubbed CSAT tickets and Quality Deep Dive Ensuring contact reason categories are tagged correctly. Generating process and guidelines for agent’s to adhere. Attending calibration and meetings to ensure requirements are at par. Training agents on new implementations and process changes. Analyze the root cause of issue and able to design action plan. Document Contact Center quality concerns and trends for procedural changes, recommendations and training. Provide information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT. Manage BPO performance to achieve KPI in Quality and CSAT and overall quality management. Other duties as assigned. Functions: Responsible in planning daily and weekly operational activities and adjusted strategies to achieve SLAs within available and budgeted constraints. Responsible for delegating work, monitoring and coordinating the department functions to meet the deadlines required by client and operations. Ensures that processes are in place to achieve the goals and requirements of productivity, quality standards and record retention. Responsible for evaluating staff performance, coaching and orienting on the project overview. Assist the staff with questions and difficulties on work output; address data inconsistencies and gather the necessary information for missing the data. Responsible for maintaining the records of the completed work. Responsible for creating and sending the operations daily status report to Supervisor or Operations Manager. At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect. Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities. We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded. Connected Team - We are ONE We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents. Intrinsic Values and Culture We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion. Your application will include the following questions: What's your expected monthly basic salary? How many years' experience do you have as a Quality Analyst? How much notice are you required to give your current employer? How many years' experience do you have in the BPO industry? transcosmos Asia Philippines, a subsidiary of transcosmos inc., Japan group of companies. A leading provider of Back-Office and Contact Center Support, E-commerce, Digital Marketing and Big Data Analytics. With over 2,500 clients worldwide, strategically focused on providing a one-stop business outsourcing services. A recognized global leader with over 48 years experience in outsourced services, which has earned us several awards including "Global Outsourcing 100 Leaders" awarded by IAOP 3 years running, ranked number 13 in the world for 2014, “Japan Contact Center Outsourcing Service Provider of the Year” from Frost & Sullivan and Ranked First Place Market Share Leader in Business Process Management in the Asia/Pacific and Japan Region Based Total Software Revenue for 2013 by Gartner. transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 133 locations in 18 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 39 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale. Visit our website to know more: http://transcosmos.com/ transcosmos Asia Philippines, a subsidiary of transcosmos inc., Japan group of companies. A leading provider of Back-Office and Contact Center Support, E-commerce, Digital Marketing and Big Data Analytics. With over 2,500 clients worldwide, strategically focused on providing a one-stop business outsourcing services. A recognized global leader with over 48 years experience in outsourced services, which has earned us several awards including "Global Outsourcing 100 Leaders" awarded by IAOP 3 years running, ranked number 13 in the world for 2014, “Japan Contact Center Outsourcing Service Provider of the Year” from Frost & Sullivan and Ranked First Place Market Share Leader in Business Process Management in the Asia/Pacific and Japan Region Based Total Software Revenue for 2013 by Gartner. transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 133 locations in 18 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 39 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale. Visit our website to know more: http://transcosmos.com/ Don’t provide your bank or credit card details when applying for jobs. #J-18808-Ljbffr

Benefits of working as a Quality Analyst Lead - BPO in Asturias Asturias:

● Learning opportunities
● Advancement opportunities
● Advantageous package