Retail Quality Analyst — Elevate Customer Experience (Onsite)

TASQ Staffing Solutions; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

TASQ Staffing Solutions in Cebu City is seeking a Quality Analyst - Retail to join an onsite team and support customer experience quality. You will monitor calls, analyze data, and provide coaching to agents, helping improve service delivery and adherence to procedures.

The role requires at least 2 years of QA experience in a BPO, with preference for retail sector knowledge, and readiness for 24/7 coverage. You will collaborate with supervisors on training and quality initiatives.

Qualifications

• Minimum 2+ years as a QA Analyst in a BPO environment.
• Retail sector experience is preferred.
• Experience in any domain acceptable.

Responsibilities

• Monitoring and Evaluation: listen to live/recorded calls and review interactions to assess agent performance.
• Data Analysis and Reporting: examine call data to identify trends and report metrics to management.
• Coaching and Feedback: provide constructive feedback to agents for performance improvement.
• Quality Improvement Initiatives: collaborate to identify training needs and support program development.

Skills

Quality Assurance

Data Analysis

Coaching

Monitoring & Evaluation

Education

Undergraduate or college graduate

Job description

TASQ Staffing Solutions in Cebu City is seeking a Quality Analyst - Retail to join an onsite team and support customer experience quality. You will monitor calls, analyze data, and provide coaching to agents, helping improve service delivery and adherence to procedures.

The role requires at least 2 years of QA experience in a BPO, with preference for retail sector knowledge, and readiness for 24/7 coverage. You will collaborate with supervisors on training and quality initiatives.