Quality Analyst

MicroSourcing; Quezon City; On-site; PHP 391,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Career development opportunities

Job summary

MicroSourcing is hiring a Quality Analyst for its Eastwood Libis, Quezon City site. This onsite role supports a night shift with focus on monitoring agent calls and chats, coaching performance, and creating improvement plans. You will contribute to accurate data input and timely targets while staying updated on payment industry trends.

Join a diverse team at MicroSourcing that values growth, collaboration, and inclusivity. Benefit-rich rewards and career opportunities are part of our culture.

Qualifications

• Quality monitoring to ensure policy adherence.
• Active coaching to enhance agent performance.
• Handle escalated issues with professionalism.

Responsibilities

• Monitor calls and chats that agents follow policies.
• Coach agents based on quality performance.
• Create action plans for agent improvement.
• Attend calibrations and handle escalated issues.
• Prepare reporting on order deficiencies.
• Review accuracy of information input.
• Meet daily, weekly, and monthly targets autonomously.
• Stay current with product and market trends in the payment industry.

Skills

Quality monitoring

Coaching and 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's 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's 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