Job Description

Position: Quality Analyst (QA)
Number of hours: 40 Hrs/week
Schedule: TBD

We are looking for a detail-oriented Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring high service quality in our BPO environment. The ideal candidate will assess agent performance, provide feedback, and contribute to process improvements to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies.

• Conduct regular quality audits and provide detailed reports on agent performance.

• Develop and update quality monitoring checklists, scorecards, and guidelines.

• Provide constructive feedback and coaching to agents to improve their service delivery.

• Identify trends, gaps, and areas for improvement in customer interactions.

• Collaborate with training and operations teams to enhance agent performance.

• Assist in the development and implementation of quality improvement initiatives.

• Track and report key quality metrics such as CSAT, FCR, and AHT.

• Ensure adherence to client and regulatory requirements.

• Participate in calibration sessions with stakeholders to align quality expectations.

Qualifications:

• Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment.

• Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs.

• Experience in solar energy is preferred.

• Residency in Bulacan, Philippines is a plus.

• Excellent analytical, problem-solving, and decision-making skills.

• Strong verbal and written communication skills for providing feedback and reporting.

• Proficiency in quality monitoring tools, CRM software, and reporting tools.

• Ability to work independently and manage multiple tasks efficiently.

• Bachelor's degree in Business, Communications, or a related field is a plus.

Preferred Skills:

• Experience with Six Sigma or other process improvement methodologies.

• Knowledge of omnichannel support (voice, chat, email, social media).

• Familiarity with compliance and regulatory requirements in a customer service environment.