Call Center Quality Analyst - (Cebu) | Onsite
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: RetailStart Date: August 15Support Type: VoiceWork Setup: Fully Onsite in CebuShift & Rest Days: 24/7 scheduleEducational Qualification: Undergraduate or College GraduateWork Experience:
- Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other domain
- Strong communication skills
- 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.