Quality Analyst - Retail

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

Start Date: August 15

Support Type: Voice Support

Work Arrangement: Fully Onsite in Cebu

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: Undergraduate or college graduate

Work Experience:

• Minimum of 2+ years as a QA Analyst within a BPO environment, preferably in the retail sector
• Experience in any domain
• Strong communication skills

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls, as well as reviewing other customer interactions (email, chat, social media), to assess agent performance based on established scorecards or rubrics. This includes evaluating professionalism, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis and Reporting: Examining call and interaction data to identify trends, performance gaps, and opportunities for improvement. Preparing performance reports and tracking metrics for management review.
• Coaching and Feedback: Offering constructive feedback and coaching to agents based on quality assessments to support their performance enhancement and address specific development areas.
• Quality Improvement Initiatives: Working with supervisors and management to develop and implement quality enhancement strategies, identify training needs, and assist in creating relevant training programs.