BPO Quality Analyst - Travel Sales (Cebu City)

TASQ Staffing Solutions; Cebu City; On-site; PHP 357,000 - 580,000; Full time

Job summary

TASQ Staffing Solutions seeks a BPO Quality Analyst for Travel Sales in Cebu City. This onsite role requires 2–4 years of overall call center experience and 1–2 years in quality feedback. Start ASAP. You will monitor interactions, analyze data, and coach agents to raise service quality and adherence to procedures.

The position focuses on evaluating calls and other customer interactions, preparing detailed reports, and supporting quality initiatives across the team.

Qualifications

• 2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain.
• Experience in evaluating agent performance against scorecards and policies.
• Strong coaching, data analysis and reporting skills to drive improvements.

Responsibilities

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviews to assess performance against scorecards and policies.
• Data Analysis and Reporting: Analyze call data to identify trends and prepare management reports.
• Coaching and Feedback: Provide actionable feedback to agents to improve performance.
• Quality Improvement Initiatives: Collaborate to develop training and quality programs.

Skills

Quality monitoring

Coaching

Data analysis

Reporting

Feedback

Education

2nd year completed

Job description

BPO Quality Analyst - Travel Sales (Cebu City)

About the job BPO Quality Analyst - Travel Sales (Cebu City)

About the job: Quality Analyst - Travel Sales (Cebu) | Onsite

Nature Of the Account: Travel Sales

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Rest Days:Night Shift

Educational Requirement: At least 2nd year completed

Work Experience:

• 2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
• Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
• Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
• Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.