BPO Operations Quality Analyst

2 weeks ago

Cebu City, Philippines micro1 Full time

Overview

Job Title: BPO Operations Quality Analyst (Voice Account) - Cebu City (100% Onsite)

Job Type: Full-Time

Location: Cebu City (100% Onsite)

Responsibilities
  • Monitor live, recorded, or side-by-side calls and review customer interactions (including email, chat, and social media) to assess agent performance against established quality scorecards.
  • Evaluate agent demeanor, technical accuracy, customer service proficiency, and adherence to company policies and procedures.
  • Analyze call and interaction data to pinpoint trends, performance gaps, and opportunities for improvement.
  • Compile and track performance metrics while preparing detailed, actionable quality reports for management.
  • Deliver timely, constructive feedback and individualized coaching to agents, fostering continuous skill development.
  • Collaborate closely with supervisors and management to implement quality improvement initiatives and address training needs.
  • Support the development and refinement of training programs based on insights from quality monitoring.
Required Skills and Qualifications
  • At least 2 years of experience as a Quality Analyst in a BPO environment, ideally within the retail sector.
  • Completed at least 2 years in college w/o back subject/s
  • College TOR/Diploma must also be available onhand
  • Proven expertise in call listening, data analytics, coaching, and mentoring.
  • Strong written and verbal communication skills demonstrating professional empathy and clarity.
  • Ability to interpret and present complex data effectively.
  • Proficiency in using quality assessment rubrics and scorecards.
  • High attention to detail with a commitment to confidentiality and process integrity.
  • Willingness to work onsite in Cebu City on a shifting schedule.

Join our team to make an impact in delivering world-class customer service and raising performance standards in a fast-paced, supportive environment. Your commitment to quality and communication will be central to our success

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