Quality Analyst

Job description

Premier BPO Inc, is looking for a Quality Analyst in Eastwood, Quezon City. (ASAP)

Job Description

The Quality Assurance Analyst will be responsible for ensuring that the support team provides high-quality customer service. The analyst will monitor and evaluate customer interactions, provide feedback and coaching to team members, and develop and implement quality assurance processes to improve the overall performance of the customer success team.

Key Responsibilities

• Monitor and evaluate customer interactions with the support team by listening to phone calls and reviewing written communications on tickets
• Provide feedback and coaching to team members on ways to improve their performance and customer service skills
• Identify and report any trends or patterns in customer complaints or issues
• Develop and implement quality assurance processes and procedures to improve the overall performance of the support center
• Collaborate with the team leads to identify areas for improvement and implement changes

Minimum Qualifications

• Minimum of 2 years of experience in a call center quality assurance role
• Strong knowledge of customer support operations and customer service best practices
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Experience with call center monitoring and evaluation tools
• Strong attention to detail and ability to identify patterns and trends

Job Type: Full-time
Salary: Php30,000.00 – Php32,000.00 per month

Supplemental pay types:

• 13 th -month salary

Ability to commute/relocate:

• Quezon City: Reliably commute or plan to relocate before starting work (Required)

Experience:

• Quality Analyst: 2 years (Preferred)