BPO Quality & CX Analyst: Insights & Compliance

Foundever®; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Foundever® is seeking a Quality Assurance Analyst to monitor contact center activities and ensure adherence to processes while driving customer satisfaction and first call resolution.

You will review calls and non-voice interactions, verify tool usage, complete monitoring forms, and store results in the database for reporting. You’ll provide actionable insights to managers to coach teams toward quality improvements.

Responsibilities

• Meeting contact center weekly and monthly goals.
• Monitoring associates’ quality of phone and non-voice interactions, as well as tool usage to ensure high customer satisfaction and first call resolution.
• Monitoring associates’ compliance to business rules and processes, and reporting them for feedback.
• Reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified.
• Completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting.
• Reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports.
• Providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams.

Job description

Foundever® is seeking a Quality Assurance Analyst to monitor contact center activities and ensure adherence to processes while driving customer satisfaction and first call resolution.

You will review calls and non-voice interactions, verify tool usage, complete monitoring forms, and store results in the database for reporting. You’ll provide actionable insights to managers to coach teams toward quality improvements.