CX Quality & Performance Coach

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

Job summary

Awesome CX by Transcom in Davao is looking for 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, contributing to a culture of continuous improvement and operational excellence.

This role supports the learning and quality assurance function across the contact center,

Responsibilities

• Audit conversations across emails and chats.
• Monitor CSAT and SLA metrics.
• Develop coaching plans to improve agent performance.

Job description

Awesome CX by Transcom in Davao is looking for 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, contributing to a culture of continuous improvement and operational excellence.

This role supports the learning and quality assurance function across the contact center,