Senior Associate – Real Time Analyst
Sutherland
Call Quality Analyst
Expertise.com
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Review agents’ conversations ensuring compliance with quality standards
- Maintain audit, coaching, and performance logs
- Document audit observations including non-compliant agent behaviors
- Develop and support documentation for training and operations
- Contribute to call calibration sessions
- Participate in team meetings discussing agent evaluation feedback
- Provide training and conduct coaching sessions
- Identify issues, analyze performance, and communicate trends to QA Manager
- Intermediary for escalations between agents and consumers
Requirements
- 2 to 3 years of experience as a Quality Assurance Analyst in Customer Service and Sales within a voice campaign
- Minimum of 1 year as an independent contractor with personal equipment
- Data research skills
- Knowledge of data analysis
- Excellent analytical and problem-solving abilities
- Attention to detail
- Outstanding communication skills in writing and speaking
- Capability to submit high-quality deliverables accurately and within agreed timelines
- Proven track record of meeting and exceeding set goals
- Ability to work both as part of a team and independently
Benefits
- Quality Assurance standards
- Internal reporting and audits
- Training and coaching sessions
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancedata analysisdata research
Soft skills
analytical abilitiesproblem-solvingattention to detailcommunication skillsteamworkindependence
