Joseph M.
Cavite City, Philippines
IT Helpdesk Analyst / Quality Assurance Analyst
$8.00/hr
• 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
Work History
No items
Joseph M.
Cavite City, Philippines
1
Total Jobs
45
Total Hours
View profile
All work
IT Helpdesk Analyst / Quality Assurance Analyst
Specializes in$8.00/hr
• 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
Work History
No items
Hours per week
More than 30 hrs/week