CX Quality Analyst & Insights Specialist

Confidential Careers; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Confidential Careers is seeking a Customer Experience Analyst in the Philippines to monitor frontline agent interactions across calls, emails, and chat, perform root-cause analysis, and support quality assurance initiatives. The role drives consistency in customer experience to maintain client confidence and loyalty.

Responsibilities include transaction monitoring, reporting, targeted analysis, and flagging non-compliant behaviors.

Qualifications

• Bachelor's degree in any field.
• For internal candidates, at least 6 months as a frontline CSR with impeccable performance. For external candidates, at least 2 years working experience in a call center and at least 1 year within the quality role with impeccable performance.
• Proficiency with MS Office applications (Word, Excel, PowerPoint).

Responsibilities

• Transaction Monitoring - Monitors and audits transactions to deliver excellent customer experience.
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, MIS) for the account.
• Targeted analysis - Reviews and interprets data affecting CX metrics to drive improvements.
• Flagging behaviours - Investigates complaints and non-compliance; issues Incident Reports.
• Calibrations and Call Listening - Analyzes calibration material and supports learning sessions.
• New hire / Nesting support - Provides immediate findings to Operations and training.
• Others - Performs tasks to accomplish quality objectives.

Skills

MS Office

Analytical skills

Communication skills

Problem solving

Multitasking

Active listening

Education

Bachelor's degree in any field

Tools

Verint 11

Job description

Confidential Careers is seeking a Customer Experience Analyst in the Philippines to monitor frontline agent interactions across calls, emails, and chat, perform root-cause analysis, and support quality assurance initiatives. The role drives consistency in customer experience to maintain client confidence and loyalty.

Responsibilities include transaction monitoring, reporting, targeted analysis, and flagging non-compliant behaviors.