CX Quality Analyst & Coaching Specialist

Awesome OS, Inc.; Davao City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Awesome CX by Transcom in Davao is seeking a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training and precise reporting. You will audit conversations across emails and chats, monitor CSAT and SLA metrics, and develop coaching plans to improve agent performance.

Join a team committed to continuous improvement and operational excellence. Based in Davao, this full-time role focuses on delivering high-quality customer experiences and driving

Qualifications

• Audits conversations across emails and chats to identify gaps.
• Develops coaching plans to improve agent performance.
• Monitors CSAT and SLA metrics and reports on results.

Responsibilities

• Audit conversations across emails and chats to identify gaps and opportunities for improvement.
• Monitor CSAT and SLA metrics and report results to team leads.
• Develop coaching plans to close performance gaps and drive operational excellence.

Skills

Quality analysis

Performance coaching

CSAT monitoring

SLA tracking

Job description

Awesome CX by Transcom in Davao is seeking a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training and precise reporting. You will audit conversations across emails and chats, monitor CSAT and SLA metrics, and develop coaching plans to improve agent performance.

Join a team committed to continuous improvement and operational excellence. Based in Davao, this full-time role focuses on delivering high-quality customer experiences and driving