CX Quality Analyst & Coaching Specialist

Awesome CX; Davao City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Onsite healthcare

Mental health support

Onsite daycare

Dog-friendly office

Team events

Job summary

Awesome CX by Transcom in Davao City is seeking a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training, precise reporting, and action-oriented plans.

You will audit emails, chats, and other channels, design quality guidelines, and ensure consistent evaluation against standards. Regular calibration with HQ and leadership will be part of your routine, along with coaching and monitoring agent KPIs.

Qualifications

• Experience in QA/QC or team coaching in a contact center.
• Strong knowledge of customer service KPIs and quality metrics.
• Excellent communication, coaching, and training facilitation skills.
• Ability to conduct unbiased scoring and maintain accurate data.
• Proactive mindset with ability to improve processes.

Responsibilities

• Quality auditing and feedback.
• Create, implement, and clearly communicate quality guidelines and processes for the account.
• Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards.
• Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations.
• Audit SLA-breached tickets to ensure they are being properly addressed and maintained, using HQ guidelines to identify gaps and create targeted coaching plans.
• Review all low-rated CSAT tickets, warranty cases being one of the most common, and use them as training material to address root causes.
• Maintain precise, reliable quality and KPI data that can be used for leadership decision-making.
• Monitor assigned duties for accuracy and efficiency, ensuring workloads are balanced and deadlines met.
• Utilize the established audit form to conduct evaluations, while also reviewing the form itself regularly to identify opportunities for improvement and providing recommendations to HQ when updates or enhancements are needed.
• Performance Coaching and KPI Management.
• Proactively monitor agent KPIs, including CSAT, SLA compliance, and accuracy in handling top case types, ensuring measurable improvements are achieved.
• Develop and implement individualized coaching plans with clear, measurable goals and deadlines.
• Partner with team leads to align on agent progress, follow up on action items, and hold agents accountable for improvement.
• Hold bi-weekly one-on-one feedback sessions with each agent, focusing on skill-building and closing performance gaps.
• Distribute monthly agent scorecards to track and communicate performance trends.
• Recognize and celebrate agent achievements during team meetings and through internal communications.
• Contribute to weekly reports with HQ leaders and ACX team leads to assess performance volume, quality trends, and department needs.

Skills

QA/QC experience

Coaching

KPIs

Communication

Training facilitation

Unbiased scoring

Leadership

Multisystem navigation

Proactive mindset

Job description

Awesome CX by Transcom in Davao City is seeking a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training, precise reporting, and action-oriented plans.

You will audit emails, chats, and other channels, design quality guidelines, and ensure consistent evaluation against standards. Regular calibration with HQ and leadership will be part of your routine, along with coaching and monitoring agent KPIs.