Join the dynamic team as a
Quality Analyst based in Cebu City. This full-time role is an excellent opportunity to apply your expertise in call centre quality assurance and contribute to the ongoing success of the company. As a
Quality Analyst, you will play a crucial part in maintaining high standards of customer service and driving continuous improvement within the organisation.
What You'll Be Doing
- Conduct regular evaluations and audits of customer service calls to assess adherence to quality standards and identify areas for improvement
- Provide constructive feedback to call centre agents and work collaboratively to develop targeted training and coaching programs
- Analyse call data and customer feedback to identify trends and insights that can be used to enhance the customer experience
- Participate in the development and implementation of quality assurance policies and procedures
- Collaborate cross-functionally with the operations and training teams to drive process improvements
- Contribute to the continuous optimisation of call centre performance metrics and key performance indicators
What We're Looking For
- 2-year undergraduate degree (communications arts and education majors preferred)
- At least 1-2 year of experience as a call center/BPO QA
- Excellent communication skills
- Experience in developing talents to its full potential
- Effective communication and interpersonal skills
- Proficient in creating reports and in using MS Office
- Must be willing to work flexible schedules (including weekends and holidays)
Apply now to become our next Quality Analyst in Cebu City!
Skills: quality assurance,customer,communication
