Quality Assurance Analyst: Insights, Coaching & Compliance

Probe Group; Quezon City; On-site; PHP 250,000 - 350,000; Full time

Job summary

Probe Group in the Philippines seeks a Quality Analyst to monitor and evaluate customer interactions across calls, emails, and chats from a Quezon City base. You will collect and analyze KPI data, prepare quality reports, and provide coaching to agents to improve first-call resolution and customer satisfaction while ensuring compliance with standards and company policies.

The role involves collaborating with training and operations to implement quality initiatives and drive continuous

Responsibilities

• Quality Monitoring: Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.
• Data Analysis: Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.
• Quality Reporting: Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.
• Agent Feedback and Coaching: Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.
• Quality Standards: Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Compliance: Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Collaboration: Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.

Job description

Probe Group in the Philippines seeks a Quality Analyst to monitor and evaluate customer interactions across calls, emails, and chats from a Quezon City base. You will collect and analyze KPI data, prepare quality reports, and provide coaching to agents to improve first-call resolution and customer satisfaction while ensuring compliance with standards and company policies.

The role involves collaborating with training and operations to implement quality initiatives and drive continuous