Night-Shift Quality Analyst: Coaching & Performance

Manatal; Philippines; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Performance bonuses

Job summary

MicroSourcing is seeking a Quality Analyst to monitor calls and chats, coach agents, and drive improvement plans. You will handle escalations and prepare performance reports, ensuring compliance with account policies while meeting daily targets.

The role requires staying updated on payment industry trends and product knowledge to inform merchant conversations and maintain service excellence in an onsite night-shift environment.

Qualifications

• Quality monitoring of calls and chats to ensure adherence to policies.
• Actively coach agents to enhance performance with actionable plans.
• Effectively handle escalated customer issues with professionalism and resolution focus.
• Meet and exceed daily, weekly, and monthly targets autonomously.

Responsibilities

• Monitor calls and chats that agents are following account policies and procedures.
• Coach agents based on quality performance.
• Create action plans for agent improvement.
• Attend internal and external calibrations.
• Handle escalated customer issues as required.
• Prepare reporting on order deficiencies.
• Responsible for reviewing the accuracy of information input.
• Achieve performance targets while working autonomously.
• Stay current with new product and market trends relevant to merchant conversations.
• Acquire and maintain working knowledge of Moneris' products and services and partner solutions.

Skills

Quality Monitoring

Coaching & Improvement

Escalation Management

Performance Accountability

Product Knowledge

Job description

MicroSourcing is seeking a Quality Analyst to monitor calls and chats, coach agents, and drive improvement plans. You will handle escalations and prepare performance reports, ensuring compliance with account policies while meeting daily targets.

The role requires staying updated on payment industry trends and product knowledge to inform merchant conversations and maintain service excellence in an onsite night-shift environment.