drjobs Call Center Quality Analyst -

Call Center Quality Analyst -

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Cebu City - Philippines

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Position Title: Quality Analyst - Retail (Cebu) Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice

Work Setup: Fully Onsite in Cebu

Shift & Rest Days: 24/7 schedule

Educational Qualification: Undergraduate or College Graduate

Work Experience:

  • Minimum of 2 years as a QA Analyst in a BPO environment preferably in retail or any other domain
  • Strong communication skills

Key Responsibilities:

  • Monitoring & Evaluation: Listen to live recorded or side-by-side calls and review customer interactions across email chat and social media channels to assess agent performance based on established scorecards or rubrics. Evaluate factors such as demeanor technical accuracy customer service skills and compliance with policies and procedures.
  • Data Analysis & Reporting: Analyze interaction data to identify trends performance gaps and areas needing improvement. Compile and monitor performance metrics and prepare detailed reports for management review.
  • Coaching & Feedback: Deliver actionable feedback and coaching to call center agents based on quality assessments to enhance their performance and address specific development areas.
  • Quality Improvement Initiatives: Work with supervisors and management to develop and implement quality enhancement programs identify training needs and assist in designing relevant training activities.

Employment Type

Full Time

Company Industry

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.