Quality Analyst - Logistics

BPO

Taguig

On-site

PHP 300,000 - 540,000

Full time

9 hours ago

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Qualifications

Attention to detail and strong analytical abilities.
Familiar with agent performance monitoring tools.
Excellent communication, both oral and written.
Ability to apply procedures to solve standard problems.

Responsibilities

Analyze agent interactions across calls, emails, chats, and social media to measure performance against metrics.
Identify non-compliance issues and report actionable insights to Team Leaders.
Conduct monthly workshops for underperforming agents.
Provide QA support during nesting and first 90 days.
Run calibration sessions to ensure consistent evaluation criteria.
Support complex customer issues and escalations as needed.
Stay updated with account requirements and participate in defined operations tasks.

Skills

Attention to detail

Analytical skills

Performance monitoring tools

Oral and written communication

Problem solving

Job description

An Operations Quality Analyst you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

List of Functional Responsibilities:

Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics
Identify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to address
Conduct monthly workshops for bottom performers to address common issues identified during the audits
Provide more focused QA support to agents during nesting and their first 90 days
Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations
Support complex customer issues/ escalations when required by the account
Stay up to date as required by account (taking operations calls or other defined)

Technical/Niche skillset required

Strong attention to detail and analytical skills
General knowledge of agent performance monitoring tools
Excellent oral and written communication skills
Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments

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