Quality Assurance Analyst

Quality Assurance Analyst at CGI

CGI Pasig, National Capital Region, Philippines

Position Description

The Quality Assurance Analyst takes responsibility for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives. He/She evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards. He/She fairly and consistently reviews calls of agents for accuracy and coaches each agent for success in executing superior service and quality to our customers. He/She documents the call quality results and provides feedback and trend data to the management as required.

Responsibilities

• Monitors and reviews agents' call and/or ticket case handling for accuracy of information in accordance with client-specific guidelines.
• Record evaluations utilizing departmental quality monitoring for...