Quality Analyst (BPO)

About the Role

Etech is searching for individuals ready to be a part of the next big thing and excited about growing with the company. Leadership is eager to cultivate and develop skills for a lifelong career journey. The focus is to create lasting impressions with each customer interaction by delivering world-class results.

About Us

Globally, Etech has over 3000 employees, always seeking new team members with fresh, innovative ideas and diverse approaches to problem-solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage.

What You’ll Be Doing

• Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.
• Audits sales chats.
• Provides written and verbal feedback to leaders/operations/clients on quality scores, including areas of opportunity at agent, process, and campaign levels.
• Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions.
• Assists leaders with improving customer interactions, sharing feedback on calibration calls, and providing input for recommendations.
• Assists with routine and ad hoc requests.
• Supports projects and initiatives within the department.
• Maintains confidentiality of all reports, files, schedules, databases, and documents, as well as all customer and proprietary information.
• Sends data and reports to account stakeholders if needed.
• Is open and responsive to consistent coaching; takes an active role in performance planning and goal setting.
• Is flexible in an environment by championing and embracing change.

Requirements & Tech Stack

• Computer proficiency in MS Office.
• Flexible in working hours is a must.

Qualifications

• Graduate or equivalent.
• Minimum 1-year work experience.
• Quality experience is an added advantage.
• Good oral & written English skills and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters.

What We Offer

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP