Customer Experience Quality Analyst & Coach

Hammerjack Pty Ltd; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Quality Assurance Specialist in the Philippines to monitor calls, chat, and email interactions and ensure an excellent customer experience. You will learn account-specific processes and contribute to ongoing performance improvements.

In this role, you will design quality monitoring formats, compile performance data, and collaborate with team leaders to address issues. A minimum of 1–2 years in QA and a high school diploma are required.

Qualifications

• 1–2 years of experience as a quality analyst.
• Familiar with multichannel customer interactions.
• Strong attention to detail and data-driven mindset.

Responsibilities

• Quality monitoring across calls, chat, and email to uphold service standards.
• Compile and track performance data at team and individual levels.
• Identify customer needs and areas for improvement through programs.
• Perform monitoring and provide trend data to site management.
• Identify and address poor performance with team leaders.
• Coordinate call calibration sessions for staff.
• Provide feedback and coaching to leaders; lead focus groups on errors.
• Generate daily to monthly performance reports.
• Prepare internal/external quality reports for management.
• Perform other duties to support quality enhancement.

Skills

Quality Assurance

Call Center

Education

High school diploma

Job description

Hammerjack Pty Ltd is seeking a Quality Assurance Specialist in the Philippines to monitor calls, chat, and email interactions and ensure an excellent customer experience. You will learn account-specific processes and contribute to ongoing performance improvements.

In this role, you will design quality monitoring formats, compile performance data, and collaborate with team leaders to address issues. A minimum of 1–2 years in QA and a high school diploma are required.