Quality & Process Coach for Customer Experience

Acquire.AI; Pasig; On-site; PHP 390,600 - 613,800; Full time

Job summary

Acquire Intelligence in Pasig City, Philippines seeks a Quality Analyst to ensure agents meet quality standards. You will monitor transactions, provide coaching, and collaborate with Operations, Training, and HR to drive improvements and compliance.

The role emphasizes end-to-end monitoring, root-cause data analysis, and timely reporting of QA metrics to enhance customer experience and performance across campaigns.

Qualifications

• Bachelor’s/College degree holder in any field or the equivalent.
• With at least two years’ experience in the BPO industry.
• With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back-office businesses.
• Able to handle more than one campaign or line of business.
• Keen in identifying opportunities and providing fact-based analysis and actionable recommendations.

Responsibilities

• Monitor agent interactions (voice and non-voice) for compliance with quality guidelines.
• Provide coaching sessions and feedback to agents to reinforce good behavior.
• Report monitoring scores daily, weekly, monthly, and quarterly with root-cause analysis.
• Collaborate with Operations, Training, HR, and clients to improve QA processes.
• Facilitate calibration sessions and QA orientations for new hires and agents.

Skills

Quality assurance

Data analysis

Coaching

Written and verbal communication

Team collaboration

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

CRM/KRM

Job description

Acquire Intelligence in Pasig City, Philippines seeks a Quality Analyst to ensure agents meet quality standards. You will monitor transactions, provide coaching, and collaborate with Operations, Training, and HR to drive improvements and compliance.

The role emphasizes end-to-end monitoring, root-cause data analysis, and timely reporting of QA metrics to enhance customer experience and performance across campaigns.