Quality Analyst

23 hours ago

Angeles City, Central Luzon, Philippines Angeles City, Pampanga, Philippines Full time ₱900,000 - ₱1,200,000 per year

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Quality Analyst to join our growing company.

Job Responsibilities:

  • Regularly monitor and evaluate calls and emails to ensure they meet the company's quality standards and customer service guidelines
  • Score and provide feedback on agent performance based on established quality assistance criteria
  • Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction
  • Conduct training sessions and provide coaching to call center agents to improve their skills and performance
  • Ensure compliance with company policies and procedures, and implement quality control measures to maintain high standards of service
  • Prepare detailed reports on quality, agent performance, and customer satisfaction metrics
  • Provide actionable feedback to agents and management, and recommend improvements to processes and policies
  • Ensure that all customer interactions comply with relevant regulations and industry standards
  • Perform other ad hoc duties as assigned to support team and organizational goals

Job Qualifications:

  • A bachelor's degree in Business Administration, Marketing, Communications, or any related field is preferred but not required
  • Proven work experience as a Quality Analyst or similar role
  • Excellent communication skills, both written and verbal
  • Strong analytical and problem-solving skills
  • Adept in Microsoft Office Suite
  • Strong attention to detail skills

Why work with Swak BPO Corp.?

  • Opportunity to work with international teams and companies
  • Opportunity in promotions and salary increases
  • A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
  • Free meals prepared and provided by the company to promote a healthy lifestyle
  • Free shuttle services provided around Angeles City and nearby areas
  • A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now

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