It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Number of Openings: 2
Job Description:
The DCX Home-Based Process Analyst evaluates designs and improves business processes to enhance efficiency, productivity, and overall performance. This role involves analyzing workflows, identifying areas for improvement, and collaborating with teams to implement effective solutions that align with organizational goals.
REQUIRED CORE COMPETENCIES
Problem-solving and critical thinking skills.
Strong organizational and time management abilities.
Effective communication and interpersonal skills.
Ability to work collaboratively in a team environment.
High level of accuracy and commitment to quality.
WHAT YOU WILL DO
Monitor and assess team member interactions (calls, emails, chats) for quality and compliance with company and client standards.
Provide feedback, conduct coaching sessions, and work with team leaders to improve agent performance.
Collaborate with team leaders and other stakeholders to support team member development and performance improvement.
Provide insights and recommendations to enhance training programs based on quality findings.
Prepare quality reports and metrics, track trends and issues, and present recommendations to enhance team performance.
Ensure compliance with policies and guidelines,and address non-compliance issues promptly. Provide side-by-side Related Support for Team Members.
Identify improvement opportunities, conduct root cause analysis, implement solutions, and stay updated on QA best practices
WHAT WE LOOK FOR
Education:Associate’s degree in any related field. Bachelor’s degree preferred.
Experience:Minimum of 1 year of Quality Assurance Experience in the BPO setup. Having experience as an SME/Support is a plus.
Language Proficiency: Strong verbal, written, and English communication skills.
Technical Skills:Proficiency in data analysis and reporting tools (e.g., Excel, Power BI) Familiarity with CRM systems and call center technologies.
License/Certification:Certification in quality assurance or related areas (e.g., Six Sigma, COPC) is a plus
Industry-Specific Software/Knowledge:
Strong analytical and problem-solving skills with attention to detail.
Strong knowledge of quality monitoring tools and methodologies.
Attention to detail and high level of accuracy.
Ability to maintain confidentiality and handle sensitive information.
Excellent communication and interpersonal skills.
Ability to work independently and manage multiple projects simultaneously.
Proactive attitude with strong problem-solving abilities
WHAT WE OFFER
Salary Range: Php35,000- Php40,000
Job Type: Full-time
Work Shift:7:00 AM - 4:00 PM CST (USA)
Workdays: Monday through Friday (USA)
Benefits of working with us:
Industry-leading salary packages
Permanent work-from-home setup
Company equipment provided
Internet stipends upon regularization
HMO Coverage
PTO credits and service incentive leaves
Major spring and winter company live events
Monthly employee appreciation virtual events
Company-provided career skills training courses
A company culture focused on your personal and professional growth
WHO WE ARE
DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.
At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.
If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Philippines
