Customer Experience QA Analyst — Insights & Impact

Confidential Careers; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Confidential Careers is seeking a Customer Experience Analyst to monitor frontline interactions and perform root-cause analysis to enhance quality assurance and customer experience. The role involves transaction monitoring, reporting, targeted analysis, and flagging non-compliance to standards.

The analyst will also participate in calibrations, develop a call library for training, and support new hires with timely feedback to improve CS performance and client confidence.

Qualifications

• Bachelor’s degree in any field.
• For internal candidates, at least 6 months as a frontline CSR with impeccable performance. For external candidates, at least 2 years in a call center and at least 1 year in a quality role with impeccable performance.

Responsibilities

• Transaction Monitoring - monitors and audits transactions performed by CSRs against QA requirements to deliver excellent customer experience.
• Reporting - creates and updates customer experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11).
• Targeted analysis - reviews and interprets data affecting customer experience metrics and makes recommendations.
• Flagging behaviours - investigates complaints and non-compliance to standards; issues incident reports for red flags.
• Calibrations and Call Listening - analyzes calibration material and participates in discussions to align with coaching methods.
• New hire / Nesting support - provides immediate findings to Operations and training.
• Others - performs tasks to accomplish quality objectives.

Skills

Analytical thinking

Excellent communication

Active listening

Multi-tasking

Education

Bachelor’s degree

Tools

MS Office

Job description

Confidential Careers is seeking a Customer Experience Analyst to monitor frontline interactions and perform root-cause analysis to enhance quality assurance and customer experience. The role involves transaction monitoring, reporting, targeted analysis, and flagging non-compliance to standards.

The analyst will also participate in calibrations, develop a call library for training, and support new hires with timely feedback to improve CS performance and client confidence.