Quality Analyst

2 hours ago

Cebu City, Central Visayas, Philippines TaskBridge Hub Full time ₱150,400 - ₱200,500 per year

Job Title: Quality Analyst

Account: Travel Sales

Work Setup: 100% Onsite – Cebu City

Work Shift: Night Shift

Salary: Up to ₱34,000 (Open for negotiation)

Start Date: ASAP

About the Role

  • We are looking for a highly analytical and detail-oriented Quality Analyst to support our Travel Sales account. The ideal candidate has strong experience in evaluating customer interactions, coaching agents for performance improvement, and ensuring that every call aligns with client expectations and organizational standards. This role plays a critical part in improving team performance, enhancing customer satisfaction, and driving operational excellence.

Key Responsibilities

  • Monitor and evaluate calls to ensure accuracy, compliance, and quality of service
  • Provide comprehensive feedback and mentoring to agents to support skill development, adherence to sales protocols, and improved call handling
  • Serve as a Subject Matter Expert, offering guidance on product knowledge, process updates, and best practices
  • Participate in client meetings, teleconferences, and calibration sessions to align quality standards and share actionable insights
  • Take full ownership of escalations, working with internal teams to resolve issues promptly and effectively
  • Plan, prioritize, and organize daily tasks, ensuring smooth coordination between operations, the client, and the QA function

Qualifications

  • 2–4 years total experience
  • 1–2 years providing quality monitoring and feedback in a call center sales environment

Essential Skills

  1. Ability to mentor agents and provide clear call-monitoring feedback
  2. Serve as a Subject Matter Expert (SME) for the team
  3. Participate in client-initiated meetings and teleconferences
  4. Strong ownership of issues and escalations
  5. Ability to plan, prioritize, organize, and communicate effectively with clients

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