Customer Experience Quality Analyst

18 hours ago

Clark, 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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