Travel Sales Quality Analyst - Onsite Cebu (Night Shift)

TASQ Staffing Solutions; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A staffing solutions company is seeking a Quality Analyst for their Travel Sales team in Cebu City. The role requires monitoring calls, providing coaching to agents, and analyzing interaction data to improve performance. The ideal candidate should have 2 to 4 years of experience in quality monitoring within a call center and must have completed at least 2 years of college education. This is a night shift role that is 100% onsite.

Qualifications

• 2 to 4 years of overall experience in quality monitoring in call center sales.
• Experience in providing feedback on call center performance.

Responsibilities

• Monitor and evaluate calls and customer interactions.
• Analyze data to identify performance trends.
• Provide coaching and feedback to agents.
• Develop quality improvement initiatives.

Skills

Quality monitoring feedbacks

Data analysis

Coaching

Customer service skills

Call center operations

Education

At least 2nd year completed

Job description

Quality Analyst - Travel Sales (Cebu City) | Onsite

Job Openings Quality Analyst - Travel Sales (Cebu City) | Onsite

About the job Quality Analyst - Travel Sales (Cebu City) | Onsite

About the job: Quality Analyst - Travel Sales (Cebu City) | Onsite

Nature Of the Account: Travel Sales

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Rest Days:Night Shift

Educational Requirement: At least 2nd year completed

Work Experience:

• 2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
• Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
• Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
• Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.