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EPS Staffing Service Group Inc.

QA ANALYST

Responsibilities:

· Participates in design of call monitoring formats and quality standards.

· Performs call monitoring and provides trend data to site management team.

· Uses quality monitoring data management system to compile and track performance at team and individual level.

· Performs monitors of customer care email responses.

· Participates in customer and client listening programs to identify customer needs and expectations.

· Provides actionable data to various internal support groups as needed.

· Coordinates and facilitates call calibration sessions for call center staff.

· Provides feedback to call center team leaders and managers.

· Prepares and analyzes internal and external quality reports for management staff review.

· Perform other duties as assigned.

Qualifications:

· Must have experience in QA in a BPO/Call Center Set up

· Excellent technical skills

· Written and verbal communication

· Problem Solving Skills

· Knowledge of quality standards

· Work from home but must be amenable to work in Imus, Cavite

· Must have wired internet connection and 4-8GB RAM and good operating system to handle multitasking and heavy dutied application.


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EPS Philippines

EPS Staffing Service Group Inc. is a trusted HR partner in the Philippines and a part of EPS Group that has been operating recruitment and contract staffing services over decades in SEA.

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