日本と海外をつなぐクラウドソーシング

Convergys Phils. Corp.

Quality Analyst

2011/05～ 2016/11

• Facilitate client and internal calibration sessions to ensure everyone is updated with product specific changes and new information
• Facilitate client and internal call listening sessions to ensure observations, feedback and best practices are shared among all stakeholders
• Audit Team Lead’s calls and evaluations thru Program Mastery and Quality for Performance and ensure variance is within the target
• Send reports (i.e. QA scores/dashboard, QA deck, etc.), trends, root cause analyses thru collated data and suggests action plans to Operations and clients based on the established trends and root cause/s
• Review client audits and send an appeal/dispute to errors assessed as necessary to maintain passing Quality Score for the site
• Does/observe triad coaching session with a team lead and an agent to make sure coaching model is followed and being utilized as appropriate
• Conduct QA talk for the trainees during their Product Specific Training to ensure they are aware of the Quality guidelines before pre-transition