Quality Analyst & CX Coach

Awesome OS, Inc.; Davao del Sur; On-site; PHP 240,000 - 380,000; Full time

Job summary

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.

Qualifications

• What we are looking for: QA/QC experience in a contact center environment
• Strong understanding of customer service KPIs and quality metrics
• Excellent communication, coaching, and training facilitation skills
• Ability to conduct accurate, unbiased scoring and maintain data
• Hands-on approach and willingness to engage with frontline operations
• Confident leader who motivates and drives continuous improvement
• Remains composed under pressure and fast-paced environments
• Proactive mindset that anticipates challenges and improves processes

Responsibilities

• Create, implement, and communicate quality guidelines and processes
• Score emails, chats, and service interactions fairly and consistently
• Calibrate with HQ, ACX leadership, and agents to align expectations
• Audit SLA-breached tickets and craft targeted coaching plans
• Review low-rated CSAT tickets to address root causes
• Maintain precise quality and KPI data for leadership decisions
• Monitor workloads, ensure accuracy and deadlines are met
• Review and improve the audit form with HQ input

Skills

QA/QC experience

Team coaching

Customer KPIs

Communication skills

Coaching facilitation

Proactive mindset

Multisystem navigation

Growth mindset

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.