Quality Assurance Analyst

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Quality Assurance Analyst

Acquire BPO is an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition, Come for a career, stay for the fun , underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

Grow your career - yes, we love to promote internally
Do meaningful work and collaborate with the best
Celebrate at our employee engagement events
Bi-weekly pay
Free employee only HMO Health Insurance
Life Insurance, 401K plan and more
Paid Time Off and Company Paid Holidays
A Glimpse Into Your New Role

As Quality Assurance Analyst, your role is vital in the continuous growth and development of your designated staff and ensuring that all QA requirements for your assigned campaigns are met and exceeded. Assess agent performance/behavior, coach, and counsel agents to modify their performance/behavior to facilitate a high level of customer service.

You shall ensure that the agents are providing the best experience available to their customers and are compliant to the quality standards through transaction monitoring, coaching sessions, and training. You're the eyes and ears of the management team as you get to monitor agent transactions every day.

You are an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. You'll be able to assess how transactions are handled and identify the areas that need improvement.

You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc. The support you provide is important in ensuring consistency in performance and continuous development of the agents and the program.

You shall ensure that all agent-customer interactions result to positive experience and are performed in accordance with pre-determined compliance guidelines, through, but not limited to: Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
Provide accurate and impartial judgement on all transaction evaluations.
Regular coaching sessions with agents to reinforce good behavior and reform opportunities.
Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommends continuous improvement actions plans to support the needs of the client partner.
Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
Attending administrative meetings resulting from the critical error callouts.
Facilitating QA rollouts and guidelines orientations for new-hires and certifying agents prior to official endorsement to Operations.
Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards, and recognition projects, etc.
Attending and facilitating calibration sessions and sending relevant minutes and variance reports after each session.
Consulting with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
Reporting agent and transaction compliance trends to the Operations Manager.
Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
Partners with training and Operations team to create call scripts
Calibrates with operations leadership, and trainer to ensure consistency with call scoring.
Taking proper action on disputes filed against transaction evaluations.
Participating in internal and external client meetings and performance reviews.
Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
Reviewing and submitting exceptional calls to be pooled for the good call library.
Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
Performing other duties as requested or required by Leadership.
What You'll Bring With at least 2-3 years' experience in the contact center/BPO industry with at least 1 year experience in quality assurance, and continuous improvement, customer experience initiatives.
Sales experience a plus.
Able to manage more than one campaign or line of business.
Keen in identifying opportunities and providing fact-based analysis and actionable recommendations.
Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.
Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.
Can perform basic root-cause analysis and can utilize varied tools to generate relevant reports, provide sound data analysis and assemble smart action plans.
Has effective written and spoken communication skills across various audiences.
Possess effectual listening, coaching, and motivational skills.
Able to positively influence agents and others to drive improvement.
Assertive and has the ability to influence others
Willing to work in a collaborative and multi-disciplinary environment.
Flexible to work in varied shifts and sites.
Adaptable to changes in the working environment and can complete multiple tasks efficiently.
Able to work as part of a team, and when applicable, independently under minimal supervision.
Has excellent organizational and time-management skills.
Bilingual (Spanish) is a plus.
Six Sigma is a plus
With a diverse global team working together, we proudly embrace and live these shared values: Collaboration : Brilliant jerks can be brilliant elsewhere.
Impact : Do, get it done, create impact.
Passion : Be positive and bring passion and energy.
Transparency : A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Acquire BPO is an Equal Opportunity Employer

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