Quality Analyst - Retail Sales (Cebu) | Onsite

TASQ Staffing Solutions; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A staffing agency in Cebu City seeks an experienced individual for a Retail Sales role focused on monitoring and mentoring call center agents. Candidates should have at least 2 to 4 years in call center sales, with strong skills in data analysis, feedback provision, and quality improvement initiatives. This position requires working on-site during night shifts.

Qualifications

• 2 to 4 years of overall experience in call centre sales domain.
• 1 to 2 years experience in providing quality monitoring feedbacks.

Responsibilities

• Listening to live, recorded, or side-by-side calls to assess agent performance.
• Analyzing call and interaction data to identify trends and performance gaps.
• Providing actionable feedback and coaching to agents based on monitoring findings.
• Collaborating with management to implement quality improvement initiatives.

Skills

Ability to Mentor agents

Act as a Subject Matter Specialist

Ownership of issues and escalations

Data analysis and reporting

Coaching and Feedback

Education

At least 2nd year completed

Job description

Nature Of the Account: Retail Sales

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: Night Shift

Educational Requirement: At least 2nd year completed

Work Experience:

• 2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain

Essential Hiring Skills:

• Ability to Mentor agents and give feedback of calls monitored
• Act as a Subject Matter Specialist
• Participate in teleconferences and meetings initiated by the customer
• Take ownership of issues and escalations
• Ability to plan, prioritize, organize and communicate with client

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
• Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
• Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
• Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.