Quality Analyst (QA)

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

Location: Manila, National Capital Region, Philippines

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...