Roles & Responsibilities of a Quality Analyst:

• Evaluating agent performance against established quality standards and metrics for the client.

• Listening to and reviewing recorded calls, chat transcripts, emails and other communication channels.

• Identifying areas of strength and weakness in agent performance.

• Delivering constructive feedback to agents on their performance.

• Conducting coaching sessions to address performance gaps and improve skills.

• Collecting and analyzing data on call quality metrics.

• Identifying trends and patterns in customer interactions.

• Providing insights and recommendations to management for process improvements.

• Developing and updating quality assurance guidelines and procedures.

• Calibrating evaluations with agents to ensure consistency.

The role will require onsite work during the training phase. Upon completion of training, you will transition to a work-from-home arrangement.

Job Type: Full-time

Benefits:

• Additional leave     
• Health insurance     
• Life insurance     
• Paid training     
• Work from home     

Schedule: 

• 8 hour shift
• Monday to Friday  

Supplemental Pay:  

• 13th month salary  

Work Location:  Remote (Cebu-based)  

Ready to lead and make an impact?        
Apply now to join our team as a Quality Analyst and take the next step in your career!  

Don't miss out, check out open roles on Indeed , Mynimo , and LinkedIn too!        
More opportunities might be waiting for you there.

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