Customer Experience Quality Analyst

Acquire Intelligence; Pasig; On-site; PHP 420,000 - 600,000; Full time

Job summary

Acquire Intelligence is seeking a Quality Analyst for our Ortigas Site in Pasig City, Philippines. You will monitor agent transactions, coach staff, and ensure QA requirements for campaigns are met and exceeded.

You will collaborate with Operations, Training, HR, and clients to develop agents through calibration, data analysis, and process improvements, while safeguarding information security and data privacy. Strong Excel and reporting skills are essential.

Qualifications

• Bachelor's degree holder in any field.
• At least two years of experience in the BPO industry.
• At least one year of experience in quality assurance and customer experience/ compliance for voice or back-office businesses.

Responsibilities

• Live or recorded monitoring of agent interactions to ensure QA guidelines are followed.
• Meet required evaluation targets daily, weekly, and monthly.
• Provide accurate and impartial judgments on transaction evaluations.
• Conduct regular coaching sessions to reinforce good behavior and address opportunities.

Skills

QA monitoring

BPO experience

Root-cause analysis

MS Office

Communication

Education

Bachelor's degree

Tools

CRM

KRM

Job description

Acquire Intelligence is seeking a Quality Analyst for our Ortigas Site in Pasig City, Philippines. You will monitor agent transactions, coach staff, and ensure QA requirements for campaigns are met and exceeded.

You will collaborate with Operations, Training, HR, and clients to develop agents through calibration, data analysis, and process improvements, while safeguarding information security and data privacy. Strong Excel and reporting skills are essential.