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 #J-18808-Ljbffr

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