Quality Analyst - BPO - Onsite Work

Confidential Career Solutions, LLC; Taguig; On-site; PHP 480,000 - 720,000; Full time

Job summary

Confidential Career Solutions, LLC is seeking a Customer Experience Analyst to monitor frontline CSR interactions across calls, emails, and chats and perform root cause analyses to uphold quality and customer satisfaction in a contact center environment.

The role emphasizes reporting, targeted analysis, and adherence to CX standards, with nesting support for new hires and ongoing opportunities to improve performance and client confidence.

Qualifications

• Bachelor's degree in any field.
• 2+ years in a call center or quality role for external candidates; 6 months internal CSR experience for internal candidates.
• Proficiency with MS Office (Word, Excel, PowerPoint).

Responsibilities

• Monitors and audits frontline CSR transactions and analyzes quality.
• Creates and updates customer experience reports and MIS data.
• Performs targeted analysis to drive improvements in CX metrics.
• Investigates complaints and non-compliance, issuing incident reports.
• Participates in calibrations and call listening; builds learning materials.
• Provides nesting support for new hires and other tasks to meet quality objectives.

Skills

Analytical skills

Problem solving

Decision making

Communication skills

Multitasking

Active listening

Education

Bachelor's degree

Tools

MS Office

Job description

The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need.
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
• New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.
• Others - Performs tasks assigned by the immediate supervisor to accomplish accounts quality objectives.

Required skills + qualities (technical):

• Bachelor's degree in any field
• For internal candidates, at least 6 months as a frontline CSR with impeccable performance For external candidates, at least 2 years working experience in a call center and at least 1 year within the quality role with impeccable performance.
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)

Required skills + qualities (non-technical):

• Analytical skills. Problem-solving and decision-making skills.
• Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.