BPO Performance Excellence Specialist

1 week ago


Pasig, National Capital Region, Philippines Cobden and Carter International Full time

Cobden and Carter International is a reputable organization that offers competitive salaries to its employees.

About the Role

We are seeking a BPO Quality Analyst to join our team. As a key member of our quality assurance team, you will be responsible for monitoring agent performance, providing constructive feedback to ensure high-quality service delivery, customer satisfaction, and compliance with industry standards.

Key responsibilities include:

  • Monitoring and evaluating agent performance to identify areas for improvement
  • Providing regular feedback and coaching to agents to enhance their skills and knowledge
  • Generating reports to track progress and identify trends in quality metrics
  • Maintaining accurate evaluation files and ensuring consistency in evaluation processes
  • Collaborating with stakeholders to ensure alignment and accuracy in evaluation and reporting processes

To succeed in this role, you will need to possess a college degree and at least one year of experience in quality assurance, preferably in a BPO setup. Blended account experience, including both voice and non-voice interactions, is highly desirable.

Our ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively in a team environment. They will also be detail-oriented, organized, and proficient in using relevant tools and software.

This is an exciting opportunity to join a dynamic organization and contribute to delivering exceptional results. If you are a motivated individual with a passion for quality assurance, we encourage you to apply.

Estimated Salary Range: $50,000 - $65,000 per annum



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