Quality Assurance Coach & Customer Experience Analyst

Compass Experience Labs LLC; Manila; Remote; PHP 2,520,000 - 3,781,000; Full time

Job summary

Compass Experience Labs LLC is a full-service BPO partnering with brands to power growth through exceptional customer experience. The Quality Analyst ensures client and Compass quality outcomes by auditing agents and providing coaching to Team Leads.

Responsibilities include audits across channels, weekly coaching, QA reporting, and collaborating on process improvements with the QA Manager and client teams.

Qualifications

• High school diploma or equivalent.
• At least 6 months customer service or retail experience preferred.
• Excellent written and verbal communication skills.
• Ability to operate a computer/laptop and headset.

Responsibilities

• Perform contact audits across email, chat, text, phones, and social media.
• Conduct weekly 1:1 coaching sessions with Team Leads/agents to improve performance.
• Help provide accurate QA reporting by agent and team, including QA %, and goals.
• Identify and address customer interaction issues with Team Leads and Program Leads.
• Collaborate with QA Manager on process improvements and calibration with client brand.
• Identify high-performing agent characteristics to reduce attrition.
• Work with client HQ on QA calibrations to align with brand standards.

Skills

Clear communication

Performance coaching

Time management

Empathy

Process improvement

Education

High school diploma or equivalent

Job description

Compass Experience Labs LLC is a full-service BPO partnering with brands to power growth through exceptional customer experience. The Quality Analyst ensures client and Compass quality outcomes by auditing agents and providing coaching to Team Leads.

Responsibilities include audits across channels, weekly coaching, QA reporting, and collaborating on process improvements with the QA Manager and client teams.