Quality Analyst – Elevate Customer Experience (Night Shift)

MicroSourcing; Quezon City; On-site; PHP 391,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Career development opportunities

Job summary

MicroSourcing is hiring a Quality Analyst for its Eastwood Libis, Quezon City site. This onsite role supports a night shift with focus on monitoring agent calls and chats, coaching performance, and creating improvement plans. You will contribute to accurate data input and timely targets while staying updated on payment industry trends.

Join a diverse team at MicroSourcing that values growth, collaboration, and inclusivity. Benefit-rich rewards and career opportunities are part of our culture.

Qualifications

• Quality monitoring to ensure policy adherence.
• Active coaching to enhance agent performance.
• Handle escalated issues with professionalism.

Responsibilities

• Monitor calls and chats that agents follow policies.
• Coach agents based on quality performance.
• Create action plans for agent improvement.
• Attend calibrations and handle escalated issues.
• Prepare reporting on order deficiencies.
• Review accuracy of information input.
• Meet daily, weekly, and monthly targets autonomously.
• Stay current with product and market trends in the payment industry.

Skills

Quality monitoring

Coaching and improvement

Escalation management

Performance accountability

Product knowledge

Job description

MicroSourcing is hiring a Quality Analyst for its Eastwood Libis, Quezon City site. This onsite role supports a night shift with focus on monitoring agent calls and chats, coaching performance, and creating improvement plans. You will contribute to accurate data input and timely targets while staying updated on payment industry trends.

Join a diverse team at MicroSourcing that values growth, collaboration, and inclusivity. Benefit-rich rewards and career opportunities are part of our culture.