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Quality Analyst

3 weeks ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time

Role Overview:

The
Quality Analyst – Customer Service
is responsible for monitoring and evaluating customer interactions to ensure a consistently high standard of service delivery. This role focuses on assessing the quality of calls, chats, and emails to identify improvement areas, enhance customer experience, and support the ongoing development of frontline staff.

Key Responsibilities:

  • Audit calls, chats, and emails to assess communication, accuracy, empathy, and service standards.
  • Evaluate agent performance on soft skills, resolution, and compliance; maintain audit logs and scorecards.
  • Provide constructive feedback and support coaching for performance improvement.
  • Align QA standards through calibration with peers and leaders.
  • Highlight excellent customer service behaviors and support new hire transitions.
  • Generate regular QA reports and analyze feedback to identify root causes and trends.
  • Recommend improvements to enhance service quality and customer experience.
  • Collaborate on refining scripts, SOPs, and QA tools based on findings.
  • Contribute to initiatives that drive operational efficiency and a quality-first culture.

Qualifications & Experience:

  • Bachelor's degree in any discipline preferred.
  • Experience in a customer service or call centre environment, with at least 2-4 years in a Quality Analyst or Quality Coach role.
  • Strong understanding of customer service KPIs (CSAT, FCR, AHT, QA scores).
  • Proficiency in MS Excel and reporting tools; experience with CRM and telephony systems such as Five9 preferred.