Operations Performance Analyst

20 hours ago


Davao City, Davao, Philippines Transcom Full time

As a Quality Assurance Specialist at Transcom, you will play a critical role in ensuring that our services meet client requirements by monitoring and evaluating agent performance, identifying areas for improvement, and developing strategies to enhance customer satisfaction and quality outcomes.

About the Job

You will be responsible for maintaining accurate records of agent performance and quality metrics, analyzing data to identify trends and areas for improvement, and developing and implementing action plans to address quality issues.

Key Functions
  1. Maintain accurate records of agent performance and quality metrics.
  2. Analyze data to identify trends and areas for improvement.
  3. Develop and implement action plans to address quality issues.
  4. Collaborate with the Operations team to implement changes and improvements to processes and procedures.
  5. Communicate effectively with agents, supervisors, and other stakeholders to resolve quality-related issues.
Requirements
  • Bachelor's degree or equivalent in a relevant field such as business administration, communications, or psychology.
  • Minimum 2 years of experience in a similar role or in training, quality, or operations.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Able to work independently and collaboratively as part of a team.
What We Offer

We offer a competitive salary package, comprehensive benefits, and opportunities for career growth and development.



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