Deskripsi Pekerjaan
Join our dynamic team as a Quality Analyst and become a cornerstone of excellence in customer service operations. We're seeking detail-oriented professionals with call center experience to drive quality standards and enhance customer interactions. This role offers a competitive compensation package including monthly salary range of ₱18,000–₱25,000, performance bonuses, and clear career advancement pathways within a supportive team environment.
You'll play a pivotal role in monitoring and evaluating service quality, implementing improvement strategies, and ensuring compliance with industry standards. Our culture emphasizes professional growth, continuous learning, and recognition for contributions. If you're passionate about quality assurance and committed to elevating customer experiences, this is your opportunity to thrive in a results-driven organization.
Tanggung Jawab
- Monitor and evaluate call center interactions for quality compliance and customer satisfaction
- Analyze performance metrics to identify trends and improvement opportunities
- Develop and implement quality assurance protocols and evaluation criteria
- Provide constructive feedback and coaching to customer service representatives
- Prepare detailed quality reports with actionable recommendations for management
- Collaborate with team leads to enhance training programs based on quality insights
- Ensure adherence to company policies, regulatory requirements, and service level agreements
Kualifikasi
- Minimum 1 year experience in call center quality assurance or customer service evaluation
- Strong analytical skills with attention to detail and accuracy
- Excellent written and verbal communication abilities
- Proficiency in quality monitoring tools and CRM systems
- Ability to interpret performance data and provide actionable feedback
- Customer-centric mindset with problem-solving orientation
- College degree in Business, Communications, or related field preferred