Quality Analyst | Shifting Schedule | Onsite | Cebu City

TASQ Staffing Solutions; Cebu City; On-site; PHP 334,800 - 446,400; Full time

Job summary

A leading staffing solutions provider is seeking a Quality Analyst to monitor performance and provide coaching to agents in Cebu City. Candidates should have at least two years of experience in a contact center and familiarity with quality assurance processes. This role emphasizes data analysis and collaboration to improve service delivery and maintain quality standards.

Qualifications

• At least 2nd year of college education, Bachelor's Degree preferred.
• Minimum of 2 years experience in a contact center environment.
• At least 6 months experience in transactional monitoring or as a quality assurance analyst.

Responsibilities

• Monitor and evaluate agents' performance for adherence to guidelines.
• Provide feedback and coaching to agents based on evaluations.
• Analyze data to minimize errors and improve performance.

Skills

Performance monitoring

Data analysis

Coaching and feedback

Collaboration

Education

Bachelor's Degree (preferred)

Job description

Quality Analyst | Shifting Schedule | Onsite | Cebu City

About the job

Responsibilities:

• Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.
• Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.
• Analyze qualitative and quantitative data to formulate insightful recommendations for minimizing errors and honing process performance.
• Generate and manage performance tracking reports to present trends and outcomes, driving accountability and excellence.
• Facilitate outlier training sessions and daily huddles to reinforce best practices and provide support to team members.
• Maintain productivity levels to meet service requirements and contribute to overall service objectives.
• Ensure proactive monitoring and implementation of strategies to achieve key quality parameters, including CSAT, MPS, CES, and FCR.
• Maintain a positive and collaborative relationship with teammates and departments to foster a supportive work environment.

Qualifications:

• Completion of at least 2nd year of college education, with a Bachelor's Degree preferred.
• Minimum of 2 years of experience in a contact center environment, showcasing a background in direct customer interactions.
• At least 6 months of experience in transactional monitoring or as a quality assurance analyst, preferably within the retail domain.

Mandatory Skills: Quality Experience: 1-3 Years