Customer Experience Quality Analyst

InteLogix; Bacolod; On-site; PHP 300,000 - 420,000; Full time

Job summary

InteLogix is seeking a dedicated Quality Analyst to monitor and evaluate customer interactions, ensuring compliance with standards and driving continuous quality improvements. You will focus on agent performance, customer experience, and actionable reporting to management.

This office-based role in the Philippines involves collaboration with cross-functional teams to identify trends, coaching needs, and process improvements that elevate service quality over time.

Qualifications

• Previous experience in Quality Assurance/Quality Analysis is preferred.
• Strong analytical and communication skills are essential.
• Ability to deliver constructive feedback and coach agents effectively.

Responsibilities

• Monitor customer interactions (calls, chats, emails, etc.) for adherence to quality standards.
• Evaluate agent performance using KPIs such as CSAT, script adherence, accuracy, and resolution time.
• Provide timely feedback and coaching to agents based on evaluations.
• Prepare and maintain quality monitoring records and reports.

Skills

Quality Assurance

Analytical skills

Verbal & written communication

Feedback & coaching

Reporting & documentation

Attention to detail

Job description

InteLogix is seeking a dedicated Quality Analyst to monitor and evaluate customer interactions, ensuring compliance with standards and driving continuous quality improvements. You will focus on agent performance, customer experience, and actionable reporting to management.

This office-based role in the Philippines involves collaboration with cross-functional teams to identify trends, coaching needs, and process improvements that elevate service quality over time.