Quality Analyst - Elevate CX, Insights & Coaching

Swak BPO Corp; Angeles; On-site; PHP 335,000 - 603,000; Full time

Benefits offered by this job

HMO (dependent after 2 years) + free

Free meals provided

Free shuttle services

Recreational facility

Job summary

Swak BPO Corp in Clark Freeport Zone, Angeles City, is seeking a Quality Analyst to monitor and improve customer interactions across calls, chats, and emails. You will evaluate agent performance against quality standards and deliver actionable feedback.

If you have strong communication, sharp analytical skills, and attention to detail, join our team and help drive quality, training, and compliance with regulatory standards while supporting international clients.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred).
• Proven experience as a Quality Analyst or in a similar role.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.

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

Communication skills

Analytical thinking

Attention to detail

Education

Bachelor's degree in Business Admin/Marketing/Communications

Tools

Microsoft Office Suite

Job description

Swak BPO Corp in Clark Freeport Zone, Angeles City, is seeking a Quality Analyst to monitor and improve customer interactions across calls, chats, and emails. You will evaluate agent performance against quality standards and deliver actionable feedback.

If you have strong communication, sharp analytical skills, and attention to detail, join our team and help drive quality, training, and compliance with regulatory standards while supporting international clients.