Quality Analyst & CX Coach

Awesome CX; Davao City; Presencial; PHP 279.000 - 502.000; Jornada completa

Descripción de la vacante

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. Based in Davao, this full-time role focuses on delivering high-quality customer experiences and driving

Formación

• Audits conversations across emails and chats to identify gaps.
• Develops coaching plans to improve agent performance.
• Monitors CSAT and SLA metrics and reports on results.

Responsabilidades

• Audit conversations across emails and chats to identify gaps and opportunities for improvement.
• Monitor CSAT and SLA metrics and report results to team leads.
• Develop coaching plans to close performance gaps and drive operational excellence.

Conocimientos

Quality analysis

Performance coaching

CSAT monitoring

SLA tracking

Descripción del empleo

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.

Seniority level

• Not Applicable

Employment type

• Full-time
• Outsourcing and Offshoring Consulting

Davao, Davao Region, Philippines