BPO Quality Analyst - Cebu City
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: Travel SalesStart Date: ASAPSupport Type: VoiceWork Arrangement: 100% Onsite (Cebu)Shift & Rest Days: Night ShiftEducational Qualification: At least a second-year college student or higherWork Experience:
- 2 to 4 years of overall experience
- 1 to 2 years of experience in providing quality monitoring feedback within a call center sales environment
- Monitoring & Evaluation: Listen to live, recorded, or side-by-side calls, as well as review other customer interactions (email, chat, social media), to assess agent performance based on predefined scorecards or criteria. Focus areas include demeanor, technical accuracy, customer service skills, and compliance with policies and procedures.
- Data Analysis & Reporting: Examine call and interaction data to identify trends, performance gaps, and improvement opportunities. Compile and track performance metrics, and prepare comprehensive reports for management review.
- Coaching & Feedback: Deliver constructive feedback and coaching to call center agents based on quality assessments, helping them enhance their skills and address specific development needs.
- Quality Improvement: Work closely with supervisors and management to develop and implement quality enhancement initiatives, identify training requirements, and support the creation of training programs.