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Full-time Email Us Quality Analyst

at Peak Support (Anywhere)
Published at Nov 15, 2020

Peak Support is a customer service and business process outsourcing company. We are seeking a Quality Assurance Analyst from the Philippines to join one of our phone support accounts.

Candidates must possess:
Reliable and flexible to changing work schedules (working mostly AM PST)
If you are from other projects, you must be willing to be moved and have the skills for this phone Support account.
Great communication skills
Great eye for detail
Average proficiency with Google sheets/Microsoft Excel
Good background/experience in Quality Assurance

Your role as a QA Analyst includes (but not limited to) the following:
Audit calls and tickets
Coach team members based on call/ticket audits (weekly)
Analyze call and ticket drivers to help in improving the overall process that will drive CES (CSAT)
Work with the project leads in coaching and development
Send weekly audit reports
Hold QA calibrations with the leads (weekly/bi-weekly)

Technical Requirements:
Good computer setup with Chrome browser
minimum of 8gb RAM
Windows 10 OS
minimum processor: i5 4th Generation, AMD A8 5000 series, or higher
Stable high-speed internet connection (at least 10-20 Mbps)
Centralized device management software to be installed
A stable power supply in your area
Noise cancellation headset
Skype account

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