Operations Quality Analyst & Agent Performance Coach

Hammerjack Pty Ltd

Taguig

On-site

PHP 350,000 - 550,000

Part time

3 days ago

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Job summary

Hammerjack Pty Ltd is seeking an Operations Quality Analyst to optimize agent performance across channels and enhance customer experience.

You will review agent interactions, identify non-compliance, and provide data-driven insights to boost efficiency. The role includes monthly workshops, nesting support through the first 90 days, and calibration of evaluation criteria.

Strong attention to detail and excellent communication are essential for success in this position.

Qualifications

Strong attention to detail and analytical skills.
General knowledge of agent performance monitoring tools.
Excellent oral and written communication skills.
Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments.

Responsibilities

Analyze agent interactions across channels to assess performance against established metrics.
Identify areas of non-compliance and prepare reports with actionable insights for Team Leaders.
Conduct monthly workshops for bottom performers to address issues identified during audits.
Provide QA support during nesting and the first 90 days.
Conduct calibration sessions to ensure consistency in applying criteria for evaluations.
Support complex customer issues/escalations when required by the account.
Stay up to date as required by account (taking operations calls or other defined tasks).