Performance Improvement Analyst

5 days ago


Paranaque City, Calabarzon, Philippines ibex Full time
Quality Assurance Role
ibex is hiring a skilled Performance Improvement Analyst to join our team. As a Performance Improvement Analyst, you will be responsible for evaluating customer interactions, identifying performance gaps, and developing strategies to improve customer experience. You will work closely with agents to provide coaching and training, and utilize your knowledge of adult learning techniques to enhance their performance.

Key Responsibilities
  • Evaluate customer interactions using Call Recording Systems.
  • Identify performance gaps and develop strategies to improve customer experience.
  • Provide coaching and training to agents.
  • Apply knowledge of adult learning techniques to enhance agent performance.
  • Prioritize knowledge of Program Strategy for strategic decision-making.
  • Work closely with agents to implement quality enhancements.

Requirements
  • A minimum of 6 months of tenure or regular employee status.
  • Demonstrate strong interpersonal communication skills.
  • Effectively communicate orally and in writing.
  • Exhibit exceptional performance history in Quality Performance on previous roles.
  • Apply problem-solving abilities and independent decision-making capabilities.
  • Multitask with a sense of urgency and responsibility.
  • Remain highly customer-focused with no quality issues or performance escalations.


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