Quality Analyst – Elevate Call Center Quality

Tap Growth ai; Bacolod; On-site; PHP 240,000 - 400,000; Full time

Job summary

Tap Growth ai is hiring a Quality Analyst to assess the performance of call center associates handling customers. The QA will monitor inbound and outbound calls and potential emails or chats to evaluate demeanor, accuracy, service quality, and adherence to company policies.

The role supports the development and implementation of call center quality processes, suggests updates to training materials, and collaborates with training and operations to provide needed support and drive customer

Qualifications

• At least 1 year of experience in quality.
• Strong English verbal and written communication.
• Strategic thinker with ability to improve processes.
• Able to work on shifting schedules (Day, Mid, Night).

Responsibilities

• Design call monitoring formats and standards.
• Perform call monitoring and provide trend data to site management.
• Use quality data systems to track performance at team and individual levels.
• Monitor calls, chats and emails as program needs.
• Participate in listening programs to identify customer needs.
• Provide actionable data to internal support groups.
• Coordinate calibration sessions for staff and clients.
• Provide feedback to team leaders and managers.
• Support operations and training with refresher sessions and escalation reviews.
• Contribute to weekly, monthly and quarterly business reviews.
• Perform other duties as assigned.

Skills

Quality assurance

English communication

Process improvement

Job description

Tap Growth ai is hiring a Quality Analyst to assess the performance of call center associates handling customers. The QA will monitor inbound and outbound calls and potential emails or chats to evaluate demeanor, accuracy, service quality, and adherence to company policies.

The role supports the development and implementation of call center quality processes, suggests updates to training materials, and collaborates with training and operations to provide needed support and drive customer