Quality Analyst - Coaching & Customer Experience

VXI Global Solutions; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

VXI Global Solutions is seeking a Quality Analyst in the Philippines to monitor and evaluate customer interactions, ensuring quality standards and policy adherence across calls, chats, and emails. You will provide coaching, detect trends, and collaborate with training and operations to implement improvements, contributing to a positive customer experience.

The role requires a bachelor's degree or equivalent experience, strong English, analytical skills, and the ability to work in a dynamic call

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience.
• 1-2 years experience in Quality Assurance or Analyst role within a call center/BPO.
• Excellent written and verbal English communication.
• Strong analytical and problem-solving abilities.
• Meticulous attention to detail and accuracy.
• Ability to provide effective and constructive feedback.
• Proficient in using quality monitoring tools and software.

Responsibilities

• Conduct regular quality evaluations of agent interactions (calls, chats, emails, etc.) against established guidelines and metrics.
• Provide constructive feedback and coaching to agents based on quality evaluations to drive performance improvement.
• Identify and elevate recurring quality issues or trends to management for resolution.
• Participate in calibration sessions to ensure consistency in quality scoring across the team.
• Assist in the development and refinement of quality assurance processes, guidelines, and training materials.
• Prepare and present quality reports to management, highlighting key findings, trends, and recommendations.
• Collaborate with training and operations teams to implement corrective actions and best practices.
• Stay updated on product knowledge, policies, and procedures to ensure accurate evaluation.
• Contribute to a positive and supportive work environment.

Skills

Communication skills

Analytical thinking

Feedback provision

Attention to detail

Quality monitoring tools

Customer service knowledge

Education

Bachelor's degree / equivalent experience

Tools

Quality monitoring software

Job description

VXI Global Solutions is seeking a Quality Analyst in the Philippines to monitor and evaluate customer interactions, ensuring quality standards and policy adherence across calls, chats, and emails. You will provide coaching, detect trends, and collaborate with training and operations to implement improvements, contributing to a positive customer experience.

The role requires a bachelor's degree or equivalent experience, strong English, analytical skills, and the ability to work in a dynamic call