Quality Analyst: Elevate Agent Performance (Onsite, Cebu)

TASQ Staffing Solutions; Cebu City; On-site; PHP 334,800 - 446,400; Full time

Job summary

A leading staffing solutions provider is seeking a Quality Analyst to monitor performance and provide coaching to agents in Cebu City. Candidates should have at least two years of experience in a contact center and familiarity with quality assurance processes. This role emphasizes data analysis and collaboration to improve service delivery and maintain quality standards.

Qualifications

• At least 2nd year of college education, Bachelor's Degree preferred.
• Minimum of 2 years experience in a contact center environment.
• At least 6 months experience in transactional monitoring or as a quality assurance analyst.

Responsibilities

• Monitor and evaluate agents' performance for adherence to guidelines.
• Provide feedback and coaching to agents based on evaluations.
• Analyze data to minimize errors and improve performance.

Skills

Performance monitoring

Data analysis

Coaching and feedback

Collaboration

Education

Bachelor's Degree (preferred)

Job description

Quality Analyst | Shifting Schedule | Onsite | Cebu City

Job Openings Quality Analyst | Shifting Schedule | Onsite | Cebu City

About the job Quality Analyst | Shifting Schedule | Onsite | Cebu City

Responsibilities:
1. Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.
2. Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.
3. Analyze qualitative and quantitative data to formulate insightful recommendations for minimizing errors and honing process performance.
4. Generate and manage performance tracking reports to present trends and outcomes, driving accountability and excellence.
5. Facilitate outlier training sessions and daily huddles to reinforce best practices and provide support to team members.
6. Maintain productivity levels to meet service requirements and contribute to overall service objectives.
7. Ensure proactive monitoring and implementation of strategies to achieve key quality parameters, including CSAT, MPS, CES, and FCR.
8. Maintain a positive and collaborative relationship with teammates and departments to foster a supportive work environment.

Qualifications:
- Completion of at least 2nd year of college education, with a Bachelor's Degree preferred.
- Minimum of 2 years of experience in a contact center environment, showcasing a background in direct customer interactions.
- At least 6 months of experience in transactional monitoring or as a quality assurance analyst, preferably within the retail domain.

Mandatory Skills: Quality Experience: 1-3 Years