BPO Quality Analyst - Eton Site (Day Shift)

About the Role

We are looking for a Quality Specialist to ensure that our Contact Center delivers the highest level of service, accuracy, and compliance. In this role, you will monitor and evaluate customer interactions, provide constructive feedback, and work closely with managers to drive continuous improvement and achieve performance goals.

• Monitor inbound calls and/or non-voice interactions to ensure customer satisfaction and first-call resolution.
• Review associates’ compliance with business rules and processes, providing timely feedback for improvement.
• Evaluate sales outputs for quality and validity, reporting any breaches identified.
• Complete quality monitoring forms with detailed performance feedback and maintain accurate database records.
• Review customer satisfaction surveys, complaints, commendations, and escalations; track and analyze data for reporting.
• Provide insights and recommendations for quality improvements to managers and supervisors.
• Report on associate and team performance trends, including calibration score tracking, on a weekly basis.
• Collaborate with managers/supervisors to ensure weekly and monthly targets are met.
• Participate in calibration sessions and quality alignment initiatives.
• Complete required phone time and perform other assigned duties.

Qualifications:

• Minimum 1 year of experience as Quality Analyst/Specialist.
• 1–2 years of customer service experience.
• Previous experience in Quality and Call Monitoring preferred.
• Proficient in reporting and presenting detractor trends to identify root causes and improve performance.
• Strong PC skills and proficiency in office software applications.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Basic facilitation, research, and problem-solving skills (preferred but not required).
• Strong attendance record and ability to meet personal metric goals.
• Basic knowledge of MS Excel and ability to create simple reports.

Other Details:

• Site: Eton Cyberpod Ortigas Ave. Corner EDSA
• Onsite Work Set Up