Quality Assurance Analyst & CX Coach

IntouchCX; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams’ performance across voice, email, chat and social contacts. You will coach on quality, complete weekly QA reports, and participate in calibration meetings with supervisors and partners.

The role requires a high school diploma or equivalent, 1 year of front-line contact center experience, 1–2 years QA experience, and proficiency with MS Office. Flexibility for varied shifts may apply.

Qualifications

• High school diploma or equivalent is required.
• 1 year of frontline contact center experience preferred.
• 1-2 years of Quality Assurance experience preferred.
• Proficient with MS Excel, Word and MS Office.
• Typing speed of at least 30 wpm with accuracy.
• Strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to multi-task under high-pressure situations.
• Ability to analyze caller information to score CSRs.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are followed.
• Complete QA and coaching session reports weekly.
• Attend calibration and review monitoring lists with supervisors and managers.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Ops Managers.
• Report scripting problems or questions from callers to appropriate departments.
• Distribute partner and company related correspondence to CSRs/Tier 2 team members.
• Perform other duties as assigned.

Skills

Verbal & written communication

Organizational skills

Time management

Multitasking under pressure

Typing 30 wpm

Problem solving

Interpersonal communication

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams’ performance across voice, email, chat and social contacts. You will coach on quality, complete weekly QA reports, and participate in calibration meetings with supervisors and partners.

The role requires a high school diploma or equivalent, 1 year of front-line contact center experience, 1–2 years QA experience, and proficiency with MS Office. Flexibility for varied shifts may apply.