Customer Experience Quality Analyst

2 weeks ago


Angeles, Philippines J-K Network Services Full time

Client Company: A well-established IT and Engineering firm with over 40 years of experience, providing comprehensive end-to-end solutions across diverse sectors, including finance and healthcare.

Position: Customer Experience Quality Analyst
Industry: BPO
Location: Clark Pampanga
Postal: 2023
Salary Offer: Php35,000
Work Schedule: Shifting Schedule
Work Set Up: Work-Onsite

Benefits:
✨Government mandated benefits
✨13th Month Pay
✨HMO
✨Vacation Leave Credits
✨Sick Leave Credits

Job Responsibilities:
✨ Monitor and evaluate customer interactions across calls, chats, and emails to ensure compliance with quality standards, client expectations, and regulatory requirements.
✨ Conduct regular quality audits, accurately document findings, and identify performance gaps to support continuous improvement.
✨ Provide constructive feedback and actionable coaching recommendations to agents and team leaders to enhance performance and service delivery.
✨ Prepare and analyze daily, weekly, and monthly quality reports to identify trends, uncover root causes, and highlight key areas for improvement.
✨ Collaborate with Operations and Training teams to drive performance optimization, process efficiency, and consistent service excellence.
✨ Participate in calibration sessions to maintain alignment, fairness, and consistency in quality evaluations.
✨ Ensure strict adherence to organizational policies, client-specific requirements, and industry regulations.
✨ Recommend process enhancements and policy updates to elevate customer experience and overall service quality.

Job Requirements:
✨Open for Undergraduates
✨With at least 1 year experience in Quality Assurance in a BPO company is an advantage
✨With experience in Fintech account is a plus
✨Amenable to work onsite
✨Can start as soon as possible

Recruitment process: Online and Face to face
✨Initial interview
✨Final interview
✨Job offer



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