Quality Assurance Analyst - Customer Experience Coach

IntouchCX; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst to monitor and evaluate the performance of Customer Service Representatives in Manila. The role focuses on coaching and ensuring adherence to service quality.

Qualified candidates will have a strong background in communication, organizational skills, and be proficient with MS Office. Previous experience in quality assurance or contact centers is preferred. The position offers an opportunity to contribute to a leading customer experience company actively.

Qualifications

• 1-2 years of Quality Assurance experience preferred.
• 1 year of front-line contact center experience preferred.
• Ability to type 30 wpm minimum with accuracy.

Responsibilities

• Coach CSRs/Tier 2s on quality of service.
• Complete Quality Assurance and coaching session reports weekly.
• Attend and participate in meetings to review monitoring lists.

Skills

Strong verbal and written communication skills

Organizational and time management skills

Problem-solving

Ability to multi-task

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Analyst to monitor and evaluate the performance of Customer Service Representatives in Manila. The role focuses on coaching and ensuring adherence to service quality.

Qualified candidates will have a strong background in communication, organizational skills, and be proficient with MS Office. Previous experience in quality assurance or contact centers is preferred. The position offers an opportunity to contribute to a leading customer experience company actively.