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Quality Analyst
3 weeks ago
ob Overview:
Are you detail-oriented, analytical, and passionate about ensuring top-notch customer experiences? Join our team as a Quality Analyst You will monitor and evaluate customer interactions across various accounts, identify areas for improvement, and help drive operational excellence. This role is dynamic, with opportunities to work across different accounts during site rotations.
Key Responsibilities:
- Monitor calls, chats, and emails to ensure high-quality customer interactions.
- Perform root cause analysis on issues and provide practical recommendations.
- Collaborate with Team Leaders and Operations to implement quality improvements.
- Coach and provide feedback to agents to enhance their performance.
- Prepare and present quality reports, trends, and insights to management.
- Support blended accounts including voice, chat, and email channels.
- Adapt quickly to different accounts during site rotations (1–3 months per site).
Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, or related field preferred.
- Minimum of 1 year experience as a Quality Analyst in a BPO environment.
- Strong analytical, problem-solving, and root cause analysis skills.
- Experience with blended accounts (voice and non-voice support).
- Flexible and willing to work onsite in Ortigas with a shifting schedule.
Why Join Us?
- Work in a supportive and collaborative environment.
- Gain exposure to multiple accounts and develop versatile skills.
- Be part of a team that values quality, growth, and continuous improvement.
