Quality Analyst (Cebu)

Role Overview

We are seeking a seasoned Quality Analyst to ensure service excellence by monitoring, evaluating, and improving employee performance. You will be responsible for assessing customer interactions, identifying trends, and providing actionable feedback to maintain high-quality standards. The ideal candidate is a detail-oriented professional with a strong background in the BPO industry.

Key Responsibilities

• Interaction Monitoring: Evaluate calls, emails, and chats to ensure strict compliance with company standards and client policies.
• Performance Coaching: Provide detailed, constructive feedback and coaching sessions to agents to enhance customer satisfaction (CSAT) and KPIs.
• Data Analysis: Collaborate with the Training & Quality Manager to identify performance trends and root causes for improvement.
• Reporting: Maintain accurate quality dashboards, performance tracking record...