Quality Assurance Analyst — Elevate Customer Experience

ContactPoint360; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

HMO Medical Insurance

Dental Coverage

Paid Vacation

Sick-Leave

13th-Month Pay

Career Development Training

Corporate Discounts

Job summary

ContactPoint360 is looking for a Quality Assurance Analyst to monitor and enhance call center performance in Cebu. In this role, you'll ensure quality standards and provide vital feedback to improve both employee and customer experiences.

The position requires strong leadership skills and the ability to manage multiple tasks in a fast-paced environment. You'll also participate in the training and development of call center agents, contributing to our commitment to excellence.

Qualifications

• Proven ability to effectively manage diverse teams.
• Track record of exceeding KPIs and targets.
• Strong communication and leadership skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Experience in training call center agents.
• Familiarity with quality assurance processes.

Responsibilities

• Design call monitoring formats and quality standards.
• Perform call monitoring and provide trend data.
• Provide feedback to team leaders and managers.
• Prepare and analyze quality reports for management.

Skills

Coaching for empathy

KPI achievement

Communication skills

Leadership skills

Flexibility for shifts

Problem-solving

Microsoft Office

Training and development

Quality assurance knowledge

Tools

Workforce management tools

CRM systems

Call center software

Job description

ContactPoint360 is looking for a Quality Assurance Analyst to monitor and enhance call center performance in Cebu. In this role, you'll ensure quality standards and provide vital feedback to improve both employee and customer experiences.

The position requires strong leadership skills and the ability to manage multiple tasks in a fast-paced environment. You'll also participate in the training and development of call center agents, contributing to our commitment to excellence.