Call Center Quality Analyst -

Position Title: Quality Analyst - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice

Work Setup: Fully Onsite in Cebu

Shift & Rest Days: 24/7 schedule

Educational Qualification: Undergraduate or College Graduate

Work Experience:

• Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other domain
• Strong communication skills

Key Responsibilities:

• Monitoring & Evaluation: Listen to live, recorded, or side-by-side calls and review customer interactions across email, chat, and social media channels to assess agent performance based on established scorecards or rubrics. Evaluate factors such as demeanor, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis & Reporting: Analyze interaction data to identify trends, performance gaps, and areas needing improvement. Compile and monitor performance metrics and prepare detailed reports for management review.
• Coaching & Feedback: Deliver actionable feedback and coaching to call center agents based on quality assessments to enhance their performance and address specific development areas.
• Quality Improvement Initiatives: Work with supervisors and management to develop and implement quality enhancement programs, identify training needs, and assist in designing relevant training activities.