Quality Analyst - Travel Sales

Nature Of the Account: Travel Sales

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: Night Shift

Educational Requirement: At least 2nd year completed

Work Experience:

• 2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain

Responsibilities:

• Monitoring and Evaluation: Listening to live, recorded, or side-by-side calls and reviewing other customer interactions (email, chat, social media) to assess agent performance against established scorecards or rubrics, evaluating demeanor, technical accuracy, customer service skills, and adherence to policies and procedures.
• Data Analysis and Reporting: Analyzing call and interaction data to identify trends, performance gaps, and areas for improvement. This includes compiling and tracking performance metrics and preparing detailed reports for management.
• Coaching and Feedback: Providing actionable feedback and coaching to call center agents based on quality monitoring findings to help them improve their performance and address specific areas for development.
• Quality Improvement Initiatives: Collaborating with supervisors and management to develop and implement quality improvement initiatives, identify training needs, and assist in developing training programs.