Quality Analyst: Data-Driven Coach for Customer Excellence

Clark Development Corporation; Angeles; On-site; PHP 223,000 - 391,000; Full time

Benefits offered by this job

HMO after second year

One free dependent after second year

Free meals provided by the company

Free shuttle services around Angeles/→

Recreational facility for employees

Promotions and salary increases

Job summary

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We seek to hire a Quality Analyst to join our growing company and help safeguard service excellence across customer interactions.

You will monitor calls, chats, and emails, evaluate agent performance, deliver training, and provide actionable insights to management. A BA/related degree is preferred, with strong communication and analytical skills, and proficiency in MS Office.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or 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.
• 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

Written communication

Verbal communication

Analytical thinking

Problem solving

Microsoft Office

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 seek to hire a Quality Analyst to join our growing company and help safeguard service excellence across customer interactions.

You will monitor calls, chats, and emails, evaluate agent performance, deliver training, and provide actionable insights to management. A BA/related degree is preferred, with strong communication and analytical skills, and proficiency in MS Office.