Call Center Quality Analyst & Training Advocate

iQor, Inc.; Davao City; On-site; PHP 300,000 - 420,000; Full time

Job summary

iQor, Inc. in the Philippines is seeking a Quality Analyst to monitor inbound and outbound interactions, evaluate calls, and track issues in quality monitoring systems. You will provide feedback to team leads, develop training materials, and generate regular performance reports to drive improvements.

We require 1 year of call center experience and a high school diploma or equivalent. This role offers learning opportunities and a path to grow within a collaborative, family-like culture.

Qualifications

• 1+ years of call center experience.
• High school diploma or equivalent required.
• Willingness to learn and adapt to new processes.

Responsibilities

• Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
• Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
• Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures
• Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
• Identify and support other opportunities for quality improvement across the team.
• Develop materials and process documentation to support training, as needed.
• Performs other duties as assigned.

Skills

Call center experience

Education

High school diploma

G.E.D.

Trade/Vocational certificate

Job description

iQor, Inc. in the Philippines is seeking a Quality Analyst to monitor inbound and outbound interactions, evaluate calls, and track issues in quality monitoring systems. You will provide feedback to team leads, develop training materials, and generate regular performance reports to drive improvements.

We require 1 year of call center experience and a high school diploma or equivalent. This role offers learning opportunities and a path to grow within a collaborative, family-like culture.