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Quality Control Associate

2 weeks ago

Manila, National Capital Region, Philippines IntouchCX Full time

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We are committed to delivering exceptional results and building trusted relationships with our brand partners. Our goal is to empower our people to drive positive change and make a lasting impact on our clients' businesses.

About the Role

We are seeking a highly skilled and experienced professional to join our team as a Contact Center Quality Assurance Representative. In this role, you will play a vital part in ensuring that our customer service representatives meet the highest standards of quality and service excellence.

Your Key Responsibilities:

  • Monitor and evaluate the performance of customer service representatives
  • Coach and guide representatives to improve their skills and knowledge
  • Develop and implement quality improvement plans to enhance customer satisfaction and service delivery
  • Analyze data and metrics to identify areas for improvement and develop strategies to address them

You Will Thrive in This Role if You Have:

  • High school diploma or equivalent (required)
  • 1 year of front-line contact center experience (preferred)
  • Excellent communication and interpersonal skills
  • Able to work independently with minimal supervision
  • Able to prioritize tasks and manage multiple projects simultaneously