Quality Analyst - Retail (Cebu City)

TASQ Staffing Solutions; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

TASQ Staffing Solutions in Cebu City is seeking a Quality Analyst - Retail to join an onsite team and support customer experience quality. You will monitor calls, analyze data, and provide coaching to agents, helping improve service delivery and adherence to procedures.

The role requires at least 2 years of QA experience in a BPO, with preference for retail sector knowledge, and readiness for 24/7 coverage. You will collaborate with supervisors on training and quality initiatives.

Qualifications

• Minimum 2+ years as a QA Analyst in a BPO environment.
• Retail sector experience is preferred.
• Experience in any domain acceptable.

Responsibilities

• Monitoring and Evaluation: listen to live/recorded calls and review interactions to assess agent performance.
• Data Analysis and Reporting: examine call data to identify trends and report metrics to management.
• Coaching and Feedback: provide constructive feedback to agents for performance improvement.
• Quality Improvement Initiatives: collaborate to identify training needs and support program development.

Skills

Quality Assurance

Data Analysis

Coaching

Monitoring & Evaluation

Education

Undergraduate or college graduate

Job description

About the job Quality Analyst - Retail (Cebu City)

Position: Quality Analyst - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Work Arrangement: Fully Onsite in Cebu

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: Undergraduate or college graduate

Work Experience:

• Minimum of 2+ years as a QA Analyst within a BPO environment, preferably in the retail sector
• Experience in any domain

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls, as well as reviewing other customer interactions (email, chat, social media), to assess agent performance based on established scorecards or rubrics. This includes evaluating professionalism, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis and Reporting: Examining call and interaction data to identify trends, performance gaps, and opportunities for improvement. Preparing performance reports and tracking metrics for management review.
• Coaching and Feedback: Offering constructive feedback and coaching to agents based on quality assessments to support their performance enhancement and address specific development areas.
• Quality Improvement Initiatives: Working with supervisors and management to develop and implement quality enhancement strategies, identify training needs, and assist in creating relevant training programs.