Call Center Quality Assurance Analyst

 Ylopo - Company site
 November 24, 2021
 Philippines/Remote

About Us

Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.

Why work for Ylopo?

At Ylopo we offer team members:

  • a commitment to personal development,

  • guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,

  • excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,

  • team building events, team lunches/ happy hours, and work from home Fridays (once we return to the office),

  • a supportive, caring environment dedicated to continuous learning and growth.

Summary:

The Quality Analyst (QA) role is responsible for measuring the compliance against established expectations of agent behavior, therefore improving user and client satisfaction.

The QA will develop evaluation programs that analyze critical performance behaviors of the agents and metrics to the organization. He/She will lead call monitoring and provide actionable insight to gather information that will help improve agent performance.

 

Tasks & Responsibilities:

  • Ensure that call center agents are interacting with leads in accordance with Ylopo’s set guidelines and are serving our clients’ best interest by monitoring calls to measure performance and facilitate the business’ strategic objectives and requirements.
  • Work on a continuous process of evaluating and identifying key behaviors that impact and improve customer experience.
  • Detect broken internal processes, skills gaps, and poor workforce scheduling and make informed decisions on how to bridge the gap, improve the workforce scheduling, correct broken internal processes, and even alert other areas of the organization that will be impacted by these changes.
  • Facilitate high-level customer service by assessing agent behavior and interaction with lead against a set of quality standards (including subjective components such as soft skills and courtesy), counselling, and coaching them to reduce negative lead experience, wastage of time and resources, and agent attrition.
  • Identify historical trends through data analysis to help determine which agents require more attention and those that require less.
  • Monitor trends on an internal QA level, such as month over month agent performance metrics and top missed points at the agent or organizational level.
  • Develop a comprehensive understanding of Ylopo’s call center operations and the US real estate industry. He/She will need to be intimately familiar with the processes, our values, and our goals. He/Shemust be well-versed in our agents’ procedures, Service Level Agreements, and our established QA process.

 

Requirements:

  • At least 1-3 years of proven track record of successfully executing the role 
  • Possess analytical approach in gathering and working with multiple datasets for trends or discrepancies and make recommendations based on their conclusions
  • Keen perception and superior attention to details in listening to call recordings to pick out important compliance markers and identify the contributing factors to the success of call and specifically point them out to the agent — thereby cementing the desired behavior.
  • Diligence in completing specific quotas of evaluations within limited time periods and in reacting to any coaching or training issues that might arise as a result of these evaluations.
  • Must be an excellent communicator and is able to connect with people at all levels inside and outside of the operations. He/She must be able to listen intently, demonstrate understanding, and participate in the generation of solutions.
  • Great sense of empathy to recognize the positions of both lead and agent, and is able to find the path to the solution that best satisfies the lead and agent alike.
  • Equipped with great coaching skills that allow him/her to help align the skills of the agents with the needs of leads, clients, and the company.
  • Preferably has a working knowledge of Five9

 

System Requirements:

  • The processor should be 2.0ghz and above, Intel core 5/7 is highly required for both main and back-up hardware
  • Ram should be at least 8 GB with 100 gb Free disk space
  • A headset with the noise-canceling feature
  • 10 Mbps & up wired connection for the main internet service
  • strictly no USB Sticks allowed for backup internet connection

 

Shift Schedule: 9AM – 6PM Pacific Standard

Rate: starts at PHP45K

MAGIC WORD: YLOPER

 

https://www.ylopo.com/about-us

https://www.ylopo.com/ph-culture-page

Ylopo is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. To learn more about this commitment, visit: www.ylopo.com/ylopos-diversity-equity-and-inclusion-policy

Ylopo reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.