Call Quality Analyst

Function: Process Developer

Location: Quezon City, Philippines

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Call Quality Analyst!

Genpact is searching for experienced and ambitious Quality Assurance specialists. You will play a key role in the success of our inbound and outbound banking customer service campaigns the ideal candidate should know how to evaluate and score a call on key areas that drive Call Quality and End customer experience.

Job responsibilities:

• Listen to and observe calls made by call center agents


• Evaluate and score said calls on a pre-approved sheet


• Provide timely feedback two relevant stakeholders so that they can share feedback to provide adequate coaching to the agents


• Consistently meet or exceed deadlines and objectives


• Appropriately manage time and shows correct usage of diamond system


• Participate in cold calibration with various partners


• Complete daily weekly monthly tasks


• Ensure that all reporting is completed and published on time

Preferred Qualifications:

• Must have experience as Call Quality Analyst

Qualifications:

• Strong written and verbal communication skills to effectively provide feedback


• Strong interpersonal skills


• Strong customer service and professional skills


• Flexible to work in a shift required by business


• Will have two rounds of interview, one face to face and one simulation activity


• QA score for last three months more than or equal to 80%


• Preferably with Customer service Voice background

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Employer questions

Your application will include the following questions:

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  How many years' experience do you have as a Quality Analyst?

  
  


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  Have you worked in a call centre before?

  
  


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  How many years' experience do you have in the BPO industry?