CX Quality Analyst & Performance Coach

Awesome OS, Inc.; Davao del Sur; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Onsite care center

Mental health resources

Dog friendly office

In-office amenities (dance & yoga)

Job summary

Awesome CX by Transcom is seeking a Quality Analyst at our Davao site to partner with team leads, identify performance gaps, and close them through training, reporting, and action plans. The role emphasizes quality auditing, KPI management, and ongoing coaching to drive improvements across emails, chats, and other channels.

Ideal candidates bring proven QA/QC or coaching experience in contact centers, strong knowledge of KPIs, and excellent communication skills to deliver targeted coaching and

Qualifications

• Proven experience in QA/QC or team coaching in a contact center environment.
• Strong understanding of customer service KPIs, quality metrics, and performance management.
• Excellent communication, coaching, and training facilitation skills.

Responsibilities

• Create, implement, and clearly communicate quality guidelines and processes for the account.
• Conduct accurate scoring of emails, chats, and other service channels.
• Conduct calibration sessions with HQ team, ACX leadership, and agents.
• Audit SLA-breached tickets and identify gaps with coaching plans.
• Review low-rated CSAT tickets and extract root causes for training.

Skills

QA/QC

Coaching

Quality metrics

Communication

Training facilitation

Job description

Awesome CX by Transcom is seeking a Quality Analyst at our Davao site to partner with team leads, identify performance gaps, and close them through training, reporting, and action plans. The role emphasizes quality auditing, KPI management, and ongoing coaching to drive improvements across emails, chats, and other channels.

Ideal candidates bring proven QA/QC or coaching experience in contact centers, strong knowledge of KPIs, and excellent communication skills to deliver targeted coaching and