Service Center Quality Analyst

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 08-10-2025

Vacancies: 1 Vacancy

Job Summary

Description

The Role

Handles contact scoring as designated
Reviews client and Service Center knowledgebases drafts/submits updates as needed
Suggests potential opportunities for enhancements to onboarding/client training materials to client and training teams
Assists Quality Supervisors with training new supervisors on proper contact scoring
Assists Quality Supervisors with ensuring the accuracy of quality results by conducting contact scoring reviews to determine process and systems improvement
Assists Quality Supervisors with regular rotating reviews of new supervisor contact scores
Participates in regular review of the Call and Chat scoring matrix and associated training materials
Handles participant contacts (calls chats or Message Center) as needed during periods of high volume
Assists training team/supervisors with CSR go-live assistance (mock calls live monitoring etc.)

Qualifications

The Requirement

Associates orBachelors degree a plus
Minimum 6 months of experience meeting or exceeding expectations as a CSR (colleague or contractor)
Ability to communicate policies and procedures and ensure compliance
Ability and desire to encourage the professional development of colleagues and improve service delivery to clients
Sound interpersonal skills both written and verbal
Proficiency in the use of computers and Microsoft Office programs (specifically Excel PowerPoint Word Teams and Outlook)
Excellent attention to detail and organizational/time management skills to meet deadlines
Ability to type 35-40 wpm
Ability to work a flexible work schedule within core North America-based Service Center hours be punctual to work and proactively volunteer for additional hours as business needs dictate
Ability to successfully work in a virtual team environment with minimal supervision and demonstrate initiative

WTW is an equal opportunity employer.

Required Experience:

DescriptionThe RoleHandles contact scoring as designatedReviews client and Service Center knowledgebases drafts/submits updates as neededSuggests potential opportunities for enhancements to onboarding/client training materials to client and training teamsAssists Quality Supervisors with training new...