Quality Analyst & Training Coach (On-site)

Swak BPO Corp; Philippines; In loco; PHP 279.000 - 446.000; Tempo pieno

Vantaggi offerti da questo lavoro

HMO after second year

Free meals provided by the company

Free shuttle services around Angeles/周

Recreational facility for employees

Promotions and salary increases

Descrizione del lavoro

Swak BPO Corp seeks a Quality Analyst to monitor customer interactions across calls, chats, and emails, evaluate agent performance, and deliver coaching to close gaps and improve satisfaction. You will analyze data to identify trends, prepare reports, and ensure adherence to policies and standards.

This on-site role offers growth and competitive benefits. Based in Clark Freeport Zone, Angeles City, Pampanga, the position emphasizes accuracy, communication, and problem-solving in a busy BPO

Competenze

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not required).
• Proven experience as a Quality Analyst or in a similar role.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite.
• High attention to detail and accuracy.

Mansioni

• Monitor customer interactions across calls, chats, and emails on a regular basis.
• Evaluate agent performance using established quality standards, providing clear and constructive feedback.
• Identify errors, performance gaps, and areas for improvement.
• Analyze data to uncover trends and opportunities to enhance customer satisfaction.
• Deliver training sessions and coaching to support agent development and performance improvement.
• Ensure adherence to company policies, procedures, and quality standards.
• Implement and maintain quality assurance processes to uphold service excellence.
• Prepare comprehensive reports on quality metrics, agent performance, and customer satisfaction.
• Provide actionable insights and recommendations to both agents and management.
• Ensure all customer interactions align with regulatory requirements and industry standards.

Conoscenze

Communication skills

Analytical skills

Problem-solving

Attention to detail

Formazione

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Strumenti

Microsoft Office Suite

Descrizione del lavoro

Swak BPO Corp seeks a Quality Analyst to monitor customer interactions across calls, chats, and emails, evaluate agent performance, and deliver coaching to close gaps and improve satisfaction. You will analyze data to identify trends, prepare reports, and ensure adherence to policies and standards.

This on-site role offers growth and competitive benefits. Based in Clark Freeport Zone, Angeles City, Pampanga, the position emphasizes accuracy, communication, and problem-solving in a busy BPO