Call Center Quality Analyst - (Cebu) | Onsite

TASQ Staffing Solutions; Cebu City; On-site; PHP 279,000 - 446,400; Full time

Job summary

A staffing solutions provider is seeking a Call Center Quality Analyst to work onsite in Cebu. This role requires at least 2 years of experience in a BPO environment, focusing on monitoring agent performance, conducting data analysis, delivering coaching, and implementing quality initiatives. Ideal candidates will have strong skills in quality assurance and customer service.

Qualifications

• Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other domain.

Responsibilities

• Monitor and evaluate agent performance on customer interactions.
• Analyze interaction data to identify trends and performance gaps.
• Provide coaching and feedback to enhance agent performance.
• Develop and implement quality improvement initiatives.

Skills

Quality Assurance

Data Analysis

Coaching

Feedback Delivery

Customer Service Skills

Education

Undergraduate or College Graduate

Job description

Call Center Quality Analyst - (Cebu) | Onsite

About the job Call Center Quality Analyst - (Cebu) | Onsite

Position Title: Quality Analyst - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Undergraduate or College Graduate

Work Experience:

• Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other domain

Key Responsibilities:

• Monitoring & Evaluation: Listen to live, recorded, or side-by-side calls and review customer interactions across email, chat, and social media channels to assess agent performance based on established scorecards or rubrics. Evaluate factors such as demeanor, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis & Reporting: Analyze interaction data to identify trends, performance gaps, and areas needing improvement. Compile and monitor performance metrics and prepare detailed reports for management review.
• Coaching & Feedback: Deliver actionable feedback and coaching to call center agents based on quality assessments to enhance their performance and address specific development areas.
• Quality Improvement Initiatives: Work with supervisors and management to develop and implement quality enhancement programs, identify training needs, and assist in designing relevant training activities.