Position Description:

The Quality Assurance Analyst takes responsibility for monitoring and documenting Agent call quality in support of the client’s 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.

Your future duties and responsibilities:

• QA is responsible for monitoring calls to ensure agents are following all policies and procedures as well as compliant with all federal regulations and providing feedback to agents.
• Responsible to monitor, track service quality of agents, tracks various metrics and KPIs.
• Provide feedback and make recommendations on increasing agents and contact center efficiencies.
• Generate Quality Assurance metrics, reports.
• Participates in various leadership reviews and governance meetings to discuss findings and define possible optimizations.
• Works closely with Supervisors and Managers to ensure the right level of service quality.

Required qualifications to be successful in this role:

• At least 2-yr relevant work experience in Quality Assurance in a BPO/Contact Center
industry
• Excellent customer service skills
• Motivated self-starter with solid organizational skills and exceptional communication skills
with the ability to adapt to varying communication styles.
• Leadership and coaching skills
• Strong interpersonal and relationship-building skills
• Solid analytical and problem-solving skills.
• Amenable to work 100% onsite in Ortigas, Pasig (near Rob Galleria) on a graveyard/night
shift

Skills: Analytical ThinkingCustomer Service & SupportDetail-orientedEnglishLeadershipQuality ManagementPublic Speaking What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.