Quality Analyst - Logistics

Hammerjack Pty Ltd; Taguig; On-site; PHP 350,000 - 550,000; Part time

Job summary

Hammerjack Pty Ltd is seeking an Operations Quality Analyst to optimize agent performance across channels and enhance customer experience.

You will review agent interactions, identify non-compliance, and provide data-driven insights to boost efficiency. The role includes monthly workshops, nesting support through the first 90 days, and calibration of evaluation criteria.

Strong attention to detail and excellent communication are essential for success in this position.

Qualifications

• 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.

Responsibilities

• Analyze agent interactions across channels to assess performance against established metrics.
• Identify areas of non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues identified during audits.
• Provide QA support during nesting and the first 90 days.
• Conduct calibration sessions to ensure consistency in applying criteria for 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 tasks).

Skills

Attention to detail

Analytical skills

Tools

Agent performance monitoring tools

Job description

Overview

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