| Description: |
Client Company: A well-established IT and Engineering firm with over 40 years of experience, providing comprehensive end-to-end solutions across diverse sectors, including finance and healthcare.
Position: Customer Experience Quality Analyst
Industry: BPO
Location: Clark Pampanga
Postal: 2023
Salary Offer: Php35,000
Work Schedule: Shifting Schedule
Work Set Up: Work-Onsite
Benefits:
Government mandated benefits
13th Month Pay
HMO
Vacation Leave Credits
Sick Leave Credits
Job Responsibilities:
Monitor and evaluate customer interactions across calls, chats, and emails to ensure compliance with quality standards, client expectations, and regulatory requirements.
Conduct regular quality audits, accurately document findings, and identify performance gaps to support continuous improvement.
Provide constructive feedback and actionable coaching recommendations to agents and team leaders to enhance performance and service delivery.
Prepare and analyze daily, weekly, and monthly quality reports to identify trends, uncover root causes, and highlight key areas for improvement.
Collaborate with Operations and Training teams to drive performance optimization, process efficiency, and consistent service excellence.
Participate in calibration sessions to maintain alignment, fairness, and consistency in quality evaluations.
Ensure strict adherence to organizational policies, client-specific requirements, and industry regulations.
Recommend process enhancements and policy updates to elevate customer experience and overall service quality.
Job Requirements:
Open for Undergraduates
With at least 1 year experience in Quality Assurance in a BPO company is an advantage
With experience in Fintech account is a plus
Amenable to work onsite
Can start as soon as possible
Recruitment process: Online and Face to face
Initial interview
Final interview
Job offer
Send your resume to jobsjknetwork[at]gmail.com
For inquiries contact us:
Look for: Ms. Yanna
Telephone Number: (02) 82452829
Facebook Page Name: HR Job Philippines - Direct Hire
facebook.com/profile.php?id=100063705984725
Linkedin: Ms. Ricah
linkedin.com/in/ms-ricah-b945b526b/
Tiktok: [at]filipinojobs
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