Position: Quality Analyst (QA)

Number of hours: 40 Hrs/week

Schedule: TBD

● 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 client and regulatory requirements.

● Participate in calibration sessions with stakeholders to align quality expectations.

● Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment.

● Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs.

● Experience in solar energy is preferred.

● Residency in Bulacan, Philippines is a plus.

● Excellent analytical, problem-solving, and decision-making skills.

● Strong verbal and written communication skills for providing feedback and reporting.

● Proficiency in quality monitoring tools, CRM software, and reporting tools.

● Ability to work independently and manage multiple tasks efficiently.

● Bachelor's degree in Business, Communications, or a related field is a plus.

Preferred Skills:

● Experience with Six Sigma or other process improvement methodologies.

● Knowledge of omnichannel support (voice, chat, email, social media).

● Familiarity with compliance and regulatory requirements in a customer service environment.