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Performance Improvement Specialist

1 week ago

Quezon City, National Capital Region, Philippines IntouchCX Full time
About the Job
We're looking for a Quality Assurance Analyst to join our team at IntouchCX. As a Quality Assurance Analyst, you will play a critical role in ensuring that our Customer Service Representatives and Tier 2 teams meet our high standards for service quality.

Your key responsibilities will include monitoring interactions with customers, coaching CSRs/Tier 2s on service quality and best practices, completing quality assurance reports, and attending meetings with supervisors and managers to discuss performance and areas for improvement.

This is an excellent opportunity for someone who is passionate about customer service and has a keen eye for detail. You will be working in a fast-paced environment and will be responsible for ensuring that our service standards are met.

Key Qualifications:
  • High school diploma or equivalent (required)
  • 1-2 years of quality assurance experience (preferred)
  • Excellent communication and coaching skills