Quality Assurance & CX Performance Analyst

intelogix; Bacolod; On-site; PHP 335,000 - 614,000; Full time

Job summary

InteLogix is seeking a Quality Analyst to monitor and evaluate customer interactions, ensuring adherence to standards and driving improvements in agent performance and customer experience.

You will provide constructive feedback, conduct coaching sessions, and help produce quality reports while collaborating with team leaders to close performance gaps and uphold compliance across channels.

Qualifications

• Previous experience in Quality Assurance, Quality Analysis, or a similar role (preferred).
• Strong analytical skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to deliver feedback professionally and coach agents effectively.
• Proficiency in reporting, documentation, and quality monitoring tools.
• Strong understanding of customer service principles and performance metrics.

Responsibilities

• Quality Monitoring & Evaluation: Monitor calls, chats, emails and other channels to ensure adherence to guidelines, policies and quality standards.
• Feedback & Coaching: Provide timely, constructive feedback and conduct regular coaching sessions on communication, product knowledge and customer handling techniques.
• Reporting & Documentation: Maintain quality monitoring records and prepare daily, weekly, and monthly quality performance reports.
• Process Improvement: Identify gaps, collaborate with teams to implement improvements, and participate in audits.
• Training & Development Support: Assist in onboarding and share best practices and performance insights.
• Customer Experience Focus: Ensure consistent, positive customer experiences and track satisfaction data.
• Compliance & Adherence: Ensure adherence to policies and regulatory requirements.
• Collaboration & Communication: Align quality objectives with teams and escalate issues as needed.

Skills

Quality Assurance

Quality Analysis

Analytical Skills

Communication Skills

Feedback & Coaching

Reporting & Documentation

Process Improvement

Training & Development

Customer Service Principles

Tools

Quality monitoring tools

Job description

InteLogix is seeking a Quality Analyst to monitor and evaluate customer interactions, ensuring adherence to standards and driving improvements in agent performance and customer experience.

You will provide constructive feedback, conduct coaching sessions, and help produce quality reports while collaborating with team leaders to close performance gaps and uphold compliance across channels.