Quality Analyst

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

Discover your 100% YOU with MicroSourcing!

Position: Quality Analyst
Location: Eastwood Libis, Quezon City
Work Setup & Shift: Onsite | Night shift

Why join MicroSourcing?

You'll have:

Competitive Rewards:Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit:Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony:Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth:Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork:Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

Monitor calls and chats that agents are following the account's 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

Responsible for achieving and exceeding performance expectations by meeting daily, weekly, and monthly input targets while operating autonomously

Accountable for staying current with new product and market trends in the payment industry using the information as part of merchant conversations

Responsible to acquire and maintain a working knowledge of Moneris' products and services in addition to partner solutions

Requirements:

1. Quality Monitoring: Consistently monitor calls and chats to ensure adherence to account policies and procedures.
2. Coaching and Improvement: Actively coach agents to enhance performance and create actionable improvement plans.
3. Escalation Management: Effectively handle escalated customer issues with professionalism and resolution focus.
4. Performance Accountability: Meet and exceed daily, weekly, and monthly performance targets autonomously.
5. Product Knowledge: Maintain up-to-date knowledge of Moneris' products and market trends to inform merchant conversations.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visithttps://www.microsourcing.com/

*Terms & conditions apply