Quality Assurance Analyst — CX Feedback & Coaching

JobsAvenuePH; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Performance Bonus

Employee Recognition Program

Health Insurance

Life Insurance

Employee Discount

Disability Insurance

Vacation Leave

Job summary

A recruitment agency in Cebu City is looking for a Quality Assurance Representative to ensure service excellence in customer interactions. The role involves monitoring calls and messages, providing feedback to agents, and collaborating with leadership for improvements. Ideal candidates should possess strong analytical skills and have prior experience in a BPO setting. Benefits include performance bonuses and various government-mandated insurances.

Qualifications

• Previous experience as a Quality Assurance Representative or similar role in a BPO setting.
• Ability to work independently and in a team-oriented environment.
• Proven track record of delivering constructive feedback.

Responsibilities

• Monitor inbound and outbound calls, chat, or email interactions.
• Evaluate customer interactions for accuracy and compliance.
• Provide constructive feedback to agents.
• Collaborate with team leaders to enhance performance metrics.

Skills

Strong analytical skills

Excellent communication

Problem-solving skills

Proficient in QA tools

Tools

QA tools

Call monitoring software

Job description

A recruitment agency in Cebu City is looking for a Quality Assurance Representative to ensure service excellence in customer interactions. The role involves monitoring calls and messages, providing feedback to agents, and collaborating with leadership for improvements. Ideal candidates should possess strong analytical skills and have prior experience in a BPO setting. Benefits include performance bonuses and various government-mandated insurances.