Quality Analyst

13 hours ago

Pasig, Philippines Viventis Search Asia Full time

Job Title: Quality Analyst Job Summary: The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards and service quality. This role plays a key part in improving customer satisfaction by providing feedback, identifying training needs, and supporting the continuous improvement of call center operations. Key Responsibilities: Monitor and assess inbound and outbound calls, emails, or chats to evaluate the quality of service provided by agents. Ensure compliance with internal policies, scripts, and industry regulations. Provide timely and constructive feedback to agents and team leaders. Document and report quality trends, performance gaps, and improvement opportunities. Collaborate with the training and operations teams to address performance issues. Contribute to the development and refinement of QA scorecards, procedures, and guidelines. Support efforts to enhance customer experience and operational effectiveness. Qualifications: Bachelor's Degree At least 5 years experience in a call center environment, preferably in a QA or supervisory role. Work Arrangement & Compensation: Work Schedule: Dayshift, 8:00 AM to 5:00 PM (Monday to Friday) Work Setup: Full Onsite Location: Ortigas, Pasig City Salary: Up to PHP 55,000 basic monthly #J-18808-Ljbffr

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