Quality Analyst

MicroSourcing; Philippines; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive pay

Healthcare coverage

Dependents coverage

Paid time-off

Group life insurance

Performance bonuses

Collaborative culture

Work-life balance

Career growth

Inclusive culture

Job summary

MicroSourcing in Quezon City is seeking a Quality Analyst for our Eastwood Libis office. This onsite night-shift role focuses on monitoring calls and chats, coaching agents, and ensuring policy compliance to drive service quality.

You will analyze performance data, create action plans for improvement, participate in calibrations, and stay current with payment industry trends and Moneris products to support merchant conversations.

Qualifications

• Quality monitoring to ensure adherence to policies.
• Active coaching to improve agent performance.
• Escalation management with professional resolutions.
• Meet and exceed daily/weekly/monthly targets autonomously.
• Maintain up-to-date product knowledge for merchant conversations.

Responsibilities

• 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

Skills

Quality monitoring

Coaching & improvement

Escalation management

Performance accountability

Product knowledge

Job description

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

• Quality Monitoring: Consistently monitor calls and chats to ensure adherence to account policies and procedures.
• Coaching and Improvement: Actively coach agents to enhance performance and create actionable improvement plans.
• Escalation Management: Effectively handle escalated customer issues with professionalism and resolution focus.
• Performance Accountability: Meet and exceed daily, weekly, and monthly performance targets autonomously.
• 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, visit https://www.microsourcing.com/

• Terms & conditions apply