Quality Analyst - Travel Sales (Cebu) | Onsite

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

Job summary

A staffing solutions company is seeking a Quality Analyst for the Travel Sales account in Cebu City. This role requires monitoring agent performance, analyzing call data, providing coaching, and collaborating on quality improvement initiatives. The ideal candidate should have at least 2 years of experience in quality monitoring within a call center environment and possess strong customer service skills. This position is 100% onsite and operates on a night shift schedule.

Qualifications

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

Responsibilities

• Monitor and evaluate agent performance through call reviews.
• Analyze call data to identify trends and performance gaps.
• Provide coaching and feedback to agents.
• Collaborate with management on quality improvement initiatives.

Skills

Quality monitoring

Data analysis

Coaching

Customer service skills

Education

At least 2nd year completed

Job description

Quality Analyst - Travel Sales (Cebu) | Onsite

About the job Quality Analyst - Travel Sales (Cebu) | Onsite

Nature Of the Account: Travel 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

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.