Quality Analyst And CX Coach

Awesome CX; Davao City; Presencial; PHP 300.000 - 420.000; Jornada completa

Descripción de la vacante

Awesome CX by Transcom in Davao is looking for a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training and precise reporting. You will audit conversations across emails and chats, monitor CSAT and SLA metrics, and develop coaching plans to improve agent performance, contributing to a culture of continuous improvement and operational excellence.

This role supports the learning and quality assurance function across the contact center,

Responsabilidades

• Audit conversations across emails and chats.
• Monitor CSAT and SLA metrics.
• Develop coaching plans to improve agent performance.

Descripción del empleo

Job Description

Awesome CX by Transcom in Davao is seeking a Quality Analyst to partner with team leads, identify performance gaps, and close them through targeted training and precise reporting.

You will audit conversations across emails and chats, monitor CSAT and SLA metrics, and develop coaching plans to improve agent performance. Join a team committed to continuous improvement and operational excellence.