Quality Analyst

1 day ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱300,000 - ₱600,000 per year

Position: Quality Analyst / Customer Experience Analyst

Overview: The Customer Experience Analyst monitors transactions (calls, emails, chat, back-office work) to ensure quality and excellent customer experience. Key responsibilities include:

  • Transaction Monitoring: Auditing CSR transactions against quality requirements and meeting monitoring goals.
  • Reporting: Creating and updating CX reports (e.g., Daily Internal Errors, Scorecard Upload, etc.)
  • Targeted Analysis: Analyzing data, identifying improvement areas, and recommending solutions to enhance CX metrics.
  • Flagging Behaviors: Investigating complaints, recommending corrective actions, issuing incident reports for non-compliance, and conducting deep dives.
  • Calibrations and Call Listening: Preparing for and participating in calibrations, and building a call library.
  • New Hire / Nesting Support: Auditing new hire transactions to provide immediate feedback.
  • Other: Performing tasks assigned by the supervisor to achieve quality objectives.

Required skills + qualities:

  • 2 years related experience (must be in BPO Industry).
  • Proficiency in MS Office (Word, Excel, PowerPoint).
  • Analytical, problem-solving, and decision-making skills.
  • Excellent oral and written communication, adaptability, active listening, minimal supervision, and multi-tasking skills.
  • Can work in rotating shifts and full work onsite in Quezon City.

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