Service Center Quality Analyst
4 weeks ago
Description The Role Handles contact scoring as designated Reviews client and Service Center knowledgebases, drafts/submits updates as needed Suggests potential opportunities for enhancements to onboarding/client training materials to client and training teams Assists Quality Supervisors with training new supervisors on proper contact scoring Assists Quality Supervisors with ensuring the accuracy of quality results by conducting contact scoring reviews to determine process and systems improvement Assists Quality Supervisors with regular rotating reviews of new supervisor contact scores Participates in regular review of the Call and Chat scoring matrix and associated training materials Handles participant contacts (calls, chats, or Message Center) as needed during periods of high volume Assists training team/supervisors with CSR go-live assistance (mock calls, live monitoring, etc.) Qualifications The Requirement Associates orBachelor's degree a plus Minimum 6 months of experience meeting or exceeding expectations as a CSR (colleague or contractor) Ability to communicate policies and procedures and ensure compliance Ability and desire to encourage the professional development of colleagues and improve service delivery to clients Sound interpersonal skills, both written and verbal Proficiency in the use of computers and Microsoft Office programs (specifically Excel, PowerPoint, Word, Teams, and Outlook) Excellent attention to detail and organizational/time management skills to meet deadlines Ability to type 35-40 wpm Ability to work a flexible work schedule within core North America-based Service Center hours, be punctual to work, and proactively volunteer for additional hours as business needs dictate Ability to successfully work in a virtual team environment with minimal supervision and demonstrate initiative WTW is an equal opportunity employer. #J-18808-Ljbffr
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Service Center Quality Analyst
3 weeks ago
, , Philippines WTW group Full timeService Center Quality Analyst WTW Taguig, National Capital Region, Philippines Responsibilities Handles contact scoring as designated Reviews client and Service Center knowledgebases, drafts/submits updates as needed Suggests potential opportunities for enhancements to onboarding/client training materials to client and training teams Assists Quality...
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Quality Analyst
1 hour ago
Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per yearJob Description: We are seeking a highly organized and detail-oriented Quality Analyst to join our team. The ideal internal candidate demonstrates strong work ethics, excellent collaboration skills, and a commitment to continuous improvement.Responsibilities: - Conduct evaluations and data analysis to ensure quality standards are metCollaborate effectively...
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Quality Analyst
2 weeks ago
, , Philippines ibex Full timeOverview The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology. Responsibilities Monitoring of Calls – 15-30 calls per day Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of...
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Quality Assurance Analyst
4 weeks ago
, , Philippines IntouchCX Full timeAbout IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
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Quality Analyst
2 weeks ago
, , Philippines Med-Metrix, LLC Full timeJob Description Posted Monday, March 17, 2025 at 4:00 PM | Expires Monday, April 28, 2025 at 3:59 PM Job Purpose The Quality Analyst- Bilingual supports quality auditing, analysis, reporting and the development of plans that lead to positive outcomes. The Quality Analyst will work on risk identification, diagnosing issues, identifying process improvement...
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Quality Assurance Analysts
1 week ago
, , Philippines Flatworld Full timeFlatworld Solutions (Philippines), Inc. | Full time Quality Assurance Analysts Davao City, Philippines | Posted on 10/24/2025 Are you passionate about driving excellence in customer experience? Join our team as a Quality Analyst and play a key role in ensuring every interaction meets world-class standards. Key Responsibilities: Evaluate voice calls, emails,...
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Quality Assurance Analyst
2 weeks ago
, Metro Manila, Philippines Five9 Full timeOverview Join to apply for the Quality Assurance Analyst role at Five9 Five9 is a leading provider of cloud contact center software, delivering cloud-based innovation to customers worldwide. Living our values everyday results in a team-first culture that enables us to innovate, grow, and thrive together. We celebrate diversity and foster an inclusive...
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Quality Analyst
21 hours ago
, , Philippines RippedBoxStation Full timeQuality Analyst (QA) Position: Quality Analyst (QA)Number of hours: 40 Hrs/weekSchedule: TBD Location: Manila, National Capital Region, Philippines Responsibilities Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies. Conduct regular quality audits and provide detailed reports on...
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Quality Analyst
2 weeks ago
, Ilocos Region, Philippines Sutherland Full timeCompany Description Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers. The key focus of the Quality Analyst is to evaluate...
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Quality Analyst
1 week ago
, , Philippines Chubb Ltd. Full timeThe Quality Analyst is responsible for promoting, supporting and executing the Quality Assurance program for either the Commercial Tower or Consumer Tower of Chubb Business services through the following key responsibilities: Develop working knowledge of all processes, systems and applications involved in QA review activities for the LOB he/she will support...
