Quality Analyst

4 weeks ago

Philippines RippedBoxStation Full time

Quality 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 agent performance. Develop and update quality monitoring checklists, scorecards, and guidelines. Provide constructive feedback and coaching to agents to improve their service delivery. Identify trends, gaps, and areas for improvement in customer interactions. Collaborate with training and operations teams to enhance agent performance. Assist in the development and implementation of quality improvement initiatives. Track and report key quality metrics such as CSAT, FCR, and AHT. Ensure adherence to client and regulatory requirements. Participate in calibration sessions with stakeholders to align quality expectations. Qualifications Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment. Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs. Excellent analytical, problem-solving, and decision-making skills. Strong verbal and written communication skills for providing feedback and reporting. Proficiency in quality monitoring tools, CRM software, and reporting tools. Ability to work independently and manage multiple tasks efficiently. Bachelor's degree in Business, Communications, or a related field is a plus. Residency in Bulacan, Philippines is a plus. Preferred Skills Experience with Six Sigma or other process improvement methodologies. Knowledge of omnichannel support (voice, chat, email, social media). Familiarity with compliance and regulatory requirements in a customer service environment. Experience in solar energy is preferred. #J-18808-Ljbffr

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