Location:
Cebu, Cebu
Contract Type:
Full Time
Experience Required:
2 years
Education Level:
Bachelor’s Degree
Job Description
About the job: Quality Analyst - Retail (Cebu) | Onsite
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Rest Days: Shifting schedules
Educational Requirement: 2nd year completed / College Graduate
Work Experience:
At least 2+ years experience as QA Analyst in a BPO setup (preferably in retail domain)
Any domain
Good communication skills
Responsibilities:
Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Rest Days: Shifting schedules
Educational Requirement: 2nd year completed / College Graduate
Work Experience:
At least 2+ years experience as QA Analyst in a BPO setup (preferably in retail domain)
Any domain
Good communication skills
Responsibilities:
Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
View Company Profile
