Customer Experience Quality Analyst

Confidential; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Confidential is seeking a Customer Experience Analyst to monitor frontline agent interactions across calls, emails, and chat, and perform root-cause analysis to uphold quality assurance and exceptional customer experience.

The role includes transaction monitoring, reporting, targeted analysis, and calibration activities, with nesting and coaching support to improve processes and client satisfaction.

Responsibilities

• Monitors and audits CSR transactions to ensure quality assurance and customer experience.
• Creates and updates Customer Experience reports (e.g., Daily Internal Errors, MIS) from relevant files.
• Reviews data affecting CX metrics and suggests improvements.
• Investigates customer complaints and non-compliance; issues incident reports.
• Prepares calibration materials and participates in discussions to align with coaching.
• Provides findings to Operations and training during nesting.
• Executes tasks to meet quality objectives.

Tools

Verint 11

Job description

Confidential is seeking a Customer Experience Analyst to monitor frontline agent interactions across calls, emails, and chat, and perform root-cause analysis to uphold quality assurance and exceptional customer experience.

The role includes transaction monitoring, reporting, targeted analysis, and calibration activities, with nesting and coaching support to improve processes and client satisfaction.