Quality Assurance & Training Analyst

Datamatics CMS PH; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Datamatics CMS PH is seeking a diligent Quality Analyst to monitor customer interactions across channels, provide feedback to agents, and contribute to process improvements. The role emphasizes data-driven insights and collaboration with management to uphold service quality.

The position also involves coaching new agents, developing QA policies, and presenting trends to leadership, with a focus on continuous improvement and customer satisfaction.

Qualifications

• 2+ years of experience in quality assurance or similar role.
• Graduate or Post Graduate degree required.
• Strong MS Excel skills and data analysis ability.
• Excellent verbal and written communication.
• Customer service and interpersonal strengths.
• Facilitation, research and problem-solving skills preferred.

Responsibilities

• Monitor and evaluate customer interactions across channels to ensure quality standards.
• Provide regular feedback to agents and supervisors based on quality metrics.
• Conduct root cause analysis of quality issues and implement corrective actions.
• Collaborate with other departments to improve customer experience.
• Develop and maintain quality assurance policies and procedures.
• Participate in training and development of new call center agents.
• Prepare and present reports on quality metrics and trends to management.

Skills

Advanced Excel

Communication

Customer Service

Interpersonal Skills

Facilitation

Research

Problem Solving

Data Analysis

Analytical Skills

Collaboration

Self-learning

Prioritization

Project Management

Coaching

Education

Graduate/Post Graduate

Job description

Datamatics CMS PH is seeking a diligent Quality Analyst to monitor customer interactions across channels, provide feedback to agents, and contribute to process improvements. The role emphasizes data-driven insights and collaboration with management to uphold service quality.

The position also involves coaching new agents, developing QA policies, and presenting trends to leadership, with a focus on continuous improvement and customer satisfaction.