Quality Analyst

Recruitify_HR; Cebu City; On-site; PHP 345,290 - 413,589; Full time

Job summary

A recruitment agency is looking for a Quality Analyst in Cebu City, who will be responsible for monitoring and evaluating call center interactions to ensure quality and adherence to standards. The role demands providing feedback and coaching to enhance customer service performance. Candidates should have 2-4 years of experience, particularly in call center sales. This position offers a night shift working setup and salary negotiations up to PHP 34,000.

Qualifications

• 2 - 4 years of overall experience in quality monitoring.
• 1-2 years experience in call centre sales domain.
• Ability to participate in teleconferences.

Responsibilities

• Monitor and evaluate call center interactions.
• Provide feedback and coaching to improve performance.
• Ensure adherence to quality standards.

Skills

Ability to Mentor agents

Feedback on monitored calls

Act as a Subject Matter Specialist

Ownership of issues and escalations

Organizational skills

Job description

Overview

Quality Analyst responsible for monitoring and evaluating call center interactions to ensure quality and adherence to standards. Provides feedback and coaching to improve customer service performance.

Job Details

Job title: Quality Analyst

Account: Travel Sales

Work set up: 100% Onsite at Cebu City

Work shift: Night Shift

Salary: Up to 34K but open salary negotiation

Start date: ASAP

Qualifications

2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks in call centre sales domain

Essential Hiring Skills

• Ability to Mentor agents and give feedback of calls monitored
• Act as a Subject Matter Specialist
• Participate in teleconferences and meetings initiated by the customer
• Take ownership of issues and escalations
• Ability to plan, prioritize, organize and communicate with client