BPO Quality Analyst - Cebu City

TASQ Staffing Solutions; Cebu City; On-site; PHP 300,000 - 480,000; Full time

Job summary

A staffing solutions company is seeking a Quality Analyst for their Cebu City location. This role requires monitoring and evaluating call center agents, analyzing performance data, and delivering constructive feedback. The ideal candidate should have 2-4 years of overall experience, including 1-2 years in quality monitoring in a call center environment. This position is onsite and offers a night shift arrangement.

Qualifications

• 2 to 4 years of overall experience in a relevant field.
• 1 to 2 years of experience in providing quality monitoring feedback within a call center sales environment.
• 1–2 years of experience in quality monitoring feedback within a call center sales environment.

Responsibilities

• Listen to live, recorded, or side-by-side calls for quality assessment.
• Examine call and interaction data for trends and performance gaps.
• Deliver constructive feedback and coaching to improve agent skills.
• Develop and implement quality improvement initiatives.

Skills

Quality monitoring feedback

Coaching

Data analysis

Customer service skills

Feedback delivery

Education

At least a second-year college student

Job description

About the job BPO Quality Analyst - Cebu City

Position: Quality Analyst - Travel Sales (Cebu) | Onsite
Account Type: Travel Sales

Start Date: ASAP

Work Arrangement: 100% Onsite (Cebu)

Shift & Rest Days: Night Shift

Educational Qualification: At least a second-year college student or higher

Work 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

Key Responsibilities:

• 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.