Customer Experience Quality Analyst

Probe CX; Quezon City; On-site; PHP 335,000 - 580,000; Full time

Job summary

Probe Group is seeking a quality assurance specialist to monitor and evaluate customer interactions across calls, emails, and chats, ensuring service excellence and adherence to standards.

You will collect and analyze KPI data, prepare insightful quality reports for stakeholders, coach agents with constructive feedback, ensure compliance with procedures, and collaborate with training and operations to drive continuous improvement.

Responsibilities

• Quality Monitoring: Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.
• Data Analysis: Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.
• Quality Reporting: Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.
• Agent Feedback and Coaching: Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.
• Quality Standards: Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Compliance: Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Collaboration: Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.

Job description

Probe Group is seeking a quality assurance specialist to monitor and evaluate customer interactions across calls, emails, and chats, ensuring service excellence and adherence to standards.

You will collect and analyze KPI data, prepare insightful quality reports for stakeholders, coach agents with constructive feedback, ensure compliance with procedures, and collaborate with training and operations to drive continuous improvement.