Quality Analyst
Support Services Group
- Pasig City, Metro Manila
- Permanent
- Full-time
- Participate in customer and client listening programs to identify needs and expectations.
- Monitor incoming calls and emails, ensuring effectiveness and high-quality interactions.
- Identify weaknesses in performance and implement solutions for continuous improvement.
- Ensure compliance with company quality systems and identify process improvement opportunities.
- Generate and maintain detailed feedback and coaching documentation.
- Provide daily feedback through both verbal and written communication.
- Develop, create, and implement call center processes and procedures manual as needed.
- Provide feedback to call center team leaders and managers.
- At least 2 years' experience as Customer Service Representative
- Strong attention to detail with exceptional listening and analytical skills.
- Excellent written and verbal communication skills.
- Outstanding organizational skills and ability to handle multiple tasks under deadlines.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Ability to work independently, self-motivated, and complete projects without supervision.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Excellent opportunity to join an industry leader!
- Be part of an award-winning global CX solutions company.
- Work with an ambitious team of innovators, risk-takers, and game-changers.
- Thrive on solving complex problems and creating amazing experiences.