Quality Performance Analyst & Coaching Specialist

Robert Bosch Engineering and Business Solutions Limited

Philippines

On-site

PHP 360,000 - 600,000

Full time

4 days ago

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Job summary

Robert Bosch Engineering and Business Solutions Limited in the Philippines seeks a dedicated Quality Analyst to evaluate calls and transactions, ensuring adherence to processes and customer experience standards. You will monitor quality targets, identify gaps, and escalate trends to the OPM and Team Leaders to drive improvements.

You will prepare comprehensive reports, provide actionable feedback, and support calibration sessions.

Qualifications

Ability to provide constructive, objective, and actionable feedback.
Positive, professional, and solutions-oriented attitude.
Good attendance, punctuality, and conduct record.
No active corrective or disciplinary action at the time of application.
Strong analytical skills and attention to detail.
Effective communication, coaching, and interpersonal skills.

Responsibilities

Conducts quality evaluations of calls and transactions to ensure compliance with processes and customer experience expectations.
Monitors and supports quality targets and KPIs across the assigned LOB.
Identifies, analyzes, and escalates quality gaps, recurring errors, and risks to the OPM and Team Leaders.
Prepares accurate internal and external quality reports including results, trends, and key findings.
Partners with Team Leaders to drive continuous improvement of call and transaction quality.