BPO Quality Analyst - Cebu City

Position: Quality Analyst - Travel Sales (Cebu) | Onsite
Account Type: Travel Sales

Start Date: ASAP

Support Type: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift & Rest Days: Night Shift

Educational Qualification: At least a second-year college student or higher

Work Experience:

• 2 to 4 years of overall experience
• 1 to 2 years of experience in providing quality monitoring feedback within a call center sales environment

Key Responsibilities:

• Monitoring & Evaluation: Listen to live, recorded, or side-by-side calls, as well as review other customer interactions (email, chat, social media), to assess agent performance based on predefined scorecards or criteria. Focus areas include demeanor, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis & Reporting: Examine call and interaction data to identify trends, performance gaps, and improvement opportunities. Compile and track performance metrics, and prepare comprehensive reports for management review.
• Coaching & Feedback: Deliver constructive feedback and coaching to call center agents based on quality assessments, helping them enhance their skills and address specific development needs.
• Quality Improvement: Work closely with supervisors and management to develop and implement quality enhancement initiatives, identify training requirements, and support the creation of training programs.