Quality Auditing Analyst

JobsAvenuePH; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Performance Bonus

Employee Recognition Program

Health Insurance

Life Insurance

Employee Discount

Disability Insurance

Vacation Leave

Job summary

A recruitment agency in Cebu City is looking for a Quality Assurance Representative to ensure service excellence in customer interactions. The role involves monitoring calls and messages, providing feedback to agents, and collaborating with leadership for improvements. Ideal candidates should possess strong analytical skills and have prior experience in a BPO setting. Benefits include performance bonuses and various government-mandated insurances.

Qualifications

• Previous experience as a Quality Assurance Representative or similar role in a BPO setting.
• Ability to work independently and in a team-oriented environment.
• Proven track record of delivering constructive feedback.

Responsibilities

• Monitor inbound and outbound calls, chat, or email interactions.
• Evaluate customer interactions for accuracy and compliance.
• Provide constructive feedback to agents.
• Collaborate with team leaders to enhance performance metrics.

Skills

Strong analytical skills

Excellent communication

Problem-solving skills

Proficient in QA tools

Tools

QA tools

Call monitoring software

Job description

Overview

• About the Role: We are looking for a Quality Assurance (QA) Representative to monitor and evaluate customer interactions to ensure service excellence. You will assess call quality, provide feedback to agents, and collaborate with leadership to drive improvements in customer experience.

Key Responsibilities

• Monitor inbound and outbound calls, chat, or email interactions to ensure adherence to company standards.
• Evaluate customer interactions for accuracy, professionalism, and compliance with company policies.
• Provide constructive feedback to agents and assist in coaching sessions.
• Maintain and update QA scorecards and reports.
• Identify training needs and recommend process improvements.
• Collaborate with team leaders and trainers to enhance performance metrics.
• Ensure compliance with company guidelines and regulatory requirements.
• Previous experience as a Quality Assurance Representative, QA Analyst, or similar role in a BPO or call center setting.
• Strong analytical and problem-solving skills.
• Excellent communication and feedback delivery skills.
• Proficiency in QA tools, call monitoring software, and reporting systems.
• Ability to work independently and in a team-oriented environment.

Benefits

• Performance Bonus
• Employee Recognition Program

Government Mandated Benefits

• Disability Insurance
• Health Insurance
• Life Insurance

Insurance Health & Wellness

• HMO

Employee Perks

• Sleeping Quarters
• Employee Discount

Professional Development

• Bereavement Leave
• Maternity & Paternity Leave
• Parental Leave
• Solo Parent Leave
• Vacation Leave

Working Location

4th Floor Skyrise Building Alorica Recruitment Hub, Alorica Cebu IT Park. 8WJ5+J5J, Cebu City, 6000 Cebu, Philippines

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