Quality Assurance Analyst - CX & Training Coach

Angeles City, Pampanga, Philippines; Angeles; On-site; PHP 201,000 - 357,000; Full time

Benefits offered by this job

HMO

Free meals

Shuttle service

Recreational facility

Salary increases

Job summary

Swak BPO Corp. in Angeles City, Pampanga, is hiring a Quality Analyst to join our growing team at Clark Freeport Zone. You will monitor interactions across calls, chats, and emails, evaluate performance, and identify improvement opportunities to raise customer satisfaction.

We offer an on-site work environment with growth potential, HMO benefits, free meals, shuttle services, and a focus on training and development to help you advance with the company.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field (preferred).
• Proven experience as a Quality Analyst or similar role.
• Strong written and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Monitor customer interactions across calls, chats, and emails.
• Evaluate agent performance using quality standards with feedback.
• Identify errors, performance gaps, and areas for improvement.
• Analyze data to uncover trends and satisfaction opportunities.
• Deliver training sessions and coaching for agents.
• Ensure adherence to policies, procedures, and quality standards.
• Implement and maintain QA processes to uphold service excellence.
• Prepare reports on quality metrics, agent performance, and customer satisfaction.
• Provide actionable insights to agents and management.
• Ensure interactions align with regulatory requirements and industry standards.

Skills

Quality Assurance

Data analysis

Communication

Problem-solving

Education

Bachelor's degree (related field)

Tools

MS Office

Job description

Swak BPO Corp. in Angeles City, Pampanga, is hiring a Quality Analyst to join our growing team at Clark Freeport Zone. You will monitor interactions across calls, chats, and emails, evaluate performance, and identify improvement opportunities to raise customer satisfaction.

We offer an on-site work environment with growth potential, HMO benefits, free meals, shuttle services, and a focus on training and development to help you advance with the company.