Quality Analyst (BPO)

Swak BPO Corp; Philippines; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO after second year

Free meals provided by the company

Free shuttle services around Angeles/周

Recreational facility for employees

Promotions and salary increases

Job summary

Swak BPO Corp seeks a Quality Analyst to monitor customer interactions across calls, chats, and emails, evaluate agent performance, and deliver coaching to close gaps and improve satisfaction. You will analyze data to identify trends, prepare reports, and ensure adherence to policies and standards.

This on-site role offers growth and competitive benefits. Based in Clark Freeport Zone, Angeles City, Pampanga, the position emphasizes accuracy, communication, and problem-solving in a busy BPO

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not required).
• Proven experience as a Quality Analyst or in a similar role.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite.
• High attention to detail and accuracy.

Responsibilities

• Monitor customer interactions across calls, chats, and emails on a regular basis.
• Evaluate agent performance using established quality standards, providing clear and constructive feedback.
• Identify errors, performance gaps, and areas for improvement.
• Analyze data to uncover trends and opportunities to enhance customer satisfaction.
• Deliver training sessions and coaching to support agent development and performance improvement.
• Ensure adherence to company policies, procedures, and quality standards.
• Implement and maintain quality assurance processes to uphold service excellence.
• Prepare comprehensive reports on quality metrics, agent performance, and customer satisfaction.
• Provide actionable insights and recommendations to both agents and management.
• Ensure all customer interactions align with regulatory requirements and industry standards.

Skills

Communication skills

Analytical skills

Problem-solving

Attention to detail

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

Microsoft Office Suite

Job description

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Quality Analyst to join our growing company.

Job Responsibilities:

• Monitor customer interactions across calls, chats, and emails on a regular basis
• Evaluate agent performance using established quality standards, providing clear and constructive feedback
• Identify errors, performance gaps, and areas for improvement
• Analyze data to uncover trends and opportunities to enhance customer satisfaction
• Deliver training sessions and coaching to support agent development and performance improvement
• Ensure adherence to company policies, procedures, and quality standards
• Implement and maintain quality assurance processes to uphold service excellence
• Prepare comprehensive reports on quality metrics, agent performance, and customer satisfaction
• Provide actionable insights and recommendations to both agents and management
• Ensure all customer interactions align with regulatory requirements and industry standards

Job Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not required)
• Proven experience as a Quality Analyst or in a similar role
• Strong written and verbal communication skills
• Excellent analytical and problem-solving abilities
• Proficiency in Microsoft Office Suite
• High attention to detail and accuracy

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.