CX Quality Analyst & Training Coach

BEAWESOME, INC.; Davao City; Presencial; PHP 350.000 - 520.000; Jornada completa

Descripción de la vacante

Awesome CX by Transcom is seeking a Quality Analyst for our Davao site. You will partner with team leads, identify performance gaps, and close them through training, reporting, and action plans. The role focuses on quality guidelines, accurate scoring, and continuous improvement across service channels.

You will monitor agent KPIs, drive coaching, and contribute to weekly HQ reports. The position requires hands-on collaboration with frontline operations and a proactive mindset to lift overall

Formación

• Proven experience in a quality analyst role within a contact center or BPO environment.
• Strong understanding of customer service KPIs, quality metrics and performance management.
• Excellent communication, coaching and training facilitation skills.

Responsabilidades

• Quality auditing of emails, chats and other channels with fair, standards-aligned scoring.
• Conduct calibration sessions with HQ, ACX leadership, and agents to align quality expectations.
• Monitor agent KPIs (CSAT, SLA compliance) and provide actionable coaching and feedback.

Descripción del empleo

Awesome CX by Transcom is seeking a Quality Analyst for our Davao site. You will partner with team leads, identify performance gaps, and close them through training, reporting, and action plans. The role focuses on quality guidelines, accurate scoring, and continuous improvement across service channels.

You will monitor agent KPIs, drive coaching, and contribute to weekly HQ reports. The position requires hands-on collaboration with frontline operations and a proactive mindset to lift overall