Quality Assurance Analyst
Kvoice Contact Solutions, Inc.Tiwi, Albay, Phils
Total des années d'expérience :12 years, 5 Mois
Listen recordings and evaluate the score based from the quality assurance of the program (Medicare Supplemental Plan)
• Conduct orientation to the newbies regarding the guidelines of the QA scoring.
• Conduct one on one coaching to the agents.
• Attends conference call/meeting with client for updates or productivity reports.
Explain to the customer the benefits of the product (Omega XL)
• Educate how the product works and retain the customer as much as possible.
Assist in the preparation, conduct, and monitoring of Safety Trainings for Chevron and Contractors employees including:
•Preparation of Training Materials
•Assist training facilitators during conduct of training including coordination of required resources such as training materials, meals, training rooms, etc.
•Assist in the coordination with the supervisors regarding completion of required trainings of their respective personnel.
•Segregation of training passports for signature of trainers and facilitators.
•Assist in the checking of the evaluation of the materials and documents of those who passed and failed the trainings.
•Monitoring of compliance to training attendance.
•Prepares summary reports of training attendance compliance and submit the reports to Safety Specialist.
Consolidates training records of contractor workforce submitted by contractors and post to shared folders.
Filling of training attendance records and other related documents.
Coordinate with HR all related Safety training.
•OE-HES Documentation
HES Information
•Gathering and consolidating of Safety metrics from Chevron and all contractors.
Certification
•Receiving and Scanning of Training Certificates, skills certification and equipment’s certification.
•Posting of scanned copies to shared folders.
•Filling of Safety copies certifications
Other Documents
•Prepares other documents and reports as directed by the Asset Safety Specialist
•Assist other Safety as require from time to time such as scanning of other relevant documents.
Prepare reports of the program/account to be submitted to the clients in US.
• Conducts/ Attend conference calls ask by the clients for updates/reviews of the program/account
• Monitors agents for adherent/non adherent schedules
•Track, Monitor and Communicate System Issues
•Attends and participate in real Time Chat Rooms and Meetings
•Assist in the orientation and training of the new agents of the program
•Create schedule of the agents for productivity.
Assist in the preparation, conduct, and monitoring of Safety Trainings for Chevron and Contractors employees including:
•Preparation of Training Materials
•Assist training facilitators during conduct of training including coordination of required resources such as training materials, meals, training rooms, etc.
•Assist in the coordination with the supervisors regarding completion of required trainings of their respective personnel.
•Segregation of training passports for signature of trainers and facilitators.
•Assist in the checking of the evaluation of the materials and documents of those who passed and failed the trainings.
•Monitoring of compliance to training attendance.
•Prepares summary reports of training attendance compliance and submit the reports to Safety Specialist.
Consolidates training records of contractor workforce submitted by contractors and post to shared folders.
Filling of training attendance records and other related documents.
Coordinate with HR all related Safety training.
•OE-HES Documentation
HES Information
•Gathering and consolidating of Safety metrics from Chevron and all contractors.
Certification
•Receiving and Scanning of Training Certificates, skills certification and equipment’s certification.
•Posting of scanned copies to shared folders.
•Filling of Safety copies certifications
Other Documents
•Prepares other documents and reports as directed by the Asset Safety Specialist
•Assist other Safety as require from time to time such as scanning of other relevant documents.
Prepare reports of the program/account to be submitted to the clients in US.
• Conducts/ Attend conference calls ask by the clients for updates/reviews of the program/account
• Monitors agents for adherent/non adherent schedules
•Track, Monitor and Communicate System Issues
•Attends and participate in real Time Chat Rooms and Meetings
•Assist in the orientation and training of the new agents of the program
Duties and Responsibilities:
Handled Supervisory Functions as Customer Service Representative Analyst
Real Time Management:
Monitor ACW and Hold Time real time via walkie-talkie
Real Time Monitoring of e-WFM for NCNS and severe adherence issues (notify Supervisor/Management)
Communicate with Offsite Chase Nationwide RTA desk
Track, Monitor and Communicate System issues
Communicate information to the floor in a productive manner
Meetings:
Attend and participate in All day Real Time Chat rooms
Attend and participate in Daily/Weekly RTA Meetings
Workforce Orientation:
Conducts overview to new hires for the program
Assist in DC to production transition by providing Scheduling data and Adherence Data to DC groups
Ensure all Chase/ICT process are followed and adhered to
Point of Contact:
Provide a single point of contact for Chase WFM and Nationwide RTA
Provide a single point of contact for Sr. Management for status updates and performance reporting
Seat Capacity Forecast:
Summarizes deficits every intervals per day on a weekly report
Recommends potential non-peak / peak days for maximum usage for operations
E-sked:
Responsible in editing / uploading Operations’ schedule in KRONOS.
∙ Receives supervisor’s call, resolving the customer concern not solve by the telephone banker
∙ Coaches and educates the telephone banker also serves as help management
Duties and Responsibilities:
Monitors and Evaluates Classroom Advisory
Teaches English, History and Journalism subjects for Second Year and Third Year