eClerx is seeking a Quality Analyst responsible for monitoring, evaluating, and enhancing the quality of customer interactions to ensure service excellence and compliance with company standards. This role plays a key part in driving performance, coaching teams, and supporting continuous improvement.
Duties and Responsibilities:
- Coach on identified improvement opportunities.
- Analyze audit data, documentation, voice clips, and surveys to identify gaps in service delivery.
- Facilitate calibration and group sessions on quality programs.
- Enhance overall customer experience and provide recommendations to management.
- Assess existing practices for process improvement opportunities.
- Perform other duties as required by management.
Skills and Qualifications
- At least 2 years of experience as a Quality Analyst in the BPO industry, specifically in an account handling telco, Cable/ Broadband account
- College graduate is preferred
- Experience working in the Telco, Cable/Broadband industry is a major plus
- Excellent communication skills, both written and verbal
- Experience at a startup or similar fast-paced organization, a plus
- Must be willing to work on the graveyard shift, and work during PH Holidays
- Must be amenable to work in Alabang, Muntinlupa
Send your updated resume to [Confidential Information]
