Quality Assurance Analyst & CX Coach

IntouchCX; Mabalacat; On-site; PHP 250,000 - 420,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams' daily performance across Voice, Email, Chat and Social contacts. You will record, review and evaluate interactions to ensure quality and compliance.

The role involves coaching, QA reporting and coaching sessions weekly, floor support including taking calls, and calibration meetings with supervisors and partners to drive continuous improvement.

Qualifications

• High school diploma or equivalent is required.
• 1 year of front-line contact center experience preferred.
• 1–2 years of Quality Assurance experience preferred.
• Intermediate MS Excel, MS Word and MS Office skills required.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure procedures are followed.
• Complete Quality Assurance and coaching session reports weekly.
• Provide floor support, including taking phone calls.
• Attend calibration meetings with supervisors and managers.
• Research escalated issues and propose coaching opportunities with Team Leaders.

Skills

Communication

Time management

Organizational skills

Education

High School Diploma

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX in the Philippines is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams' daily performance across Voice, Email, Chat and Social contacts. You will record, review and evaluate interactions to ensure quality and compliance.

The role involves coaching, QA reporting and coaching sessions weekly, floor support including taking calls, and calibration meetings with supervisors and partners to drive continuous improvement.