Call Center Quality Analyst

2 weeks ago


Cebu City, Central Visayas, Philippines Datamatics CMS PH Full time

We are seeking an experienced Call Center Quality Analyst to join our team at Datamatics CMS PH.

The ideal candidate will be responsible for monitoring and evaluating customer interactions across various channels to ensure quality standards are met.

Key Responsibilities:

  • Monitor and evaluate customer interactions across various channels.
  • Provide regular feedback to agents and their supervisors on their performance based on established quality metrics.
  • Conduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actions.
  • Collaborate with other departments to identify opportunities to improve the customer experience.
  • Develop and maintain quality assurance policies and procedures.
  • Participate in the training and development of new call center agents.
  • Prepare and present reports on quality metrics and trends to management.

Qualifications & Desired Skills:

  • Experience: 2 years or more.
  • Education: Graduate/Post Graduate degree.
  • Skills:
    • Strong MS Advanced Excel skills.
    • Excellent verbal and written communication skills required.
    • Strong customer service and interpersonal skills.
    • Basic facilitation, research, and problem-solving skills preferred but not required.
    • Ability to analyze data and derive actionable insights.
    • Client focused and solutions oriented; good problem-solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations.
    • Ability to collaborate and work effectively with cross-functional teams.
    • Self-learner interested in both the how and the why.
    • Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail.
    • Demonstrates ability to coach and provide feedback to analysts.


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