Joseph M.

Joseph M.

Cavite CityPhilippines

IT Helpdesk Analyst / Quality Assurance Analyst

• Monitors calls/Emails/Chats to evaluate agent performance • Work in a continuous process of auditing calls to enhance the quality of the calls • Assess agent performance/ behavior by measuring compliance against established expectations of agent behavior • Coach and counsel agents to modify their performance/ behavior to facilitate a high level of customer service • Implement agent training and coaching initiatives to bridge skills gaps • Conduct account-level analysis for proactive defect prevention • Make informed decisions for continuous improvement in business processes • Evaluates training by evaluating the effectiveness of training for specific job applications. • Monitor team performance; generate reports, trends & dashboards. • Attend call calibrations to ensure Reproducibility • Attend to Client escalations/Analysis requests • Conduct Process Certification Calls for the New hires to gauge readiness • DSAT scrubs and analysis and share the findings with the team
No items
Joseph M.

Joseph M.

Cavite CityPhilippines
1
Total Jobs
45
Total Hours

View profile

IT Helpdesk Analyst / Quality Assurance Analyst

Specializes in
• Monitors calls/Emails/Chats to evaluate agent performance • Work in a continuous process of auditing calls to enhance the quality of the calls • Assess agent performance/ behavior by measuring compliance against established expectations of agent behavior • Coach and counsel agents to modify their performance/ behavior to facilitate a high level of customer service • Implement agent training and coaching initiatives to bridge skills gaps • Conduct account-level analysis for proactive defect prevention • Make informed decisions for continuous improvement in business processes • Evaluates training by evaluating the effectiveness of training for specific job applications. • Monitor team performance; generate reports, trends & dashboards. • Attend call calibrations to ensure Reproducibility • Attend to Client escalations/Analysis requests • Conduct Process Certification Calls for the New hires to gauge readiness • DSAT scrubs and analysis and share the findings with the team
No items
More than 30 hrs/week