JobsAvenuePH Quality Auditing Analyst

JobsAvenuePH

HK$2.8-4.9K[Monthly]

On-site - Cebu<1 Yr ExpDiplomaFull-time

Allowances
Meal Allowance
Employee Recognition and Rewards
Performance Bonus, Employee Recognition Program
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
Disability Insurance, Health Insurance, Life Insurance, HMO
Perks Benefits
Employee Discount, Sleeping Quarters
Professional Development
Mentorship Program
Time Off & Leave
Bereavement Leave, Maternity & Paternity Leave, Parental Leave, Solo Parent Leave, Vacation Leave

About the Role:
We are looking for a Quality Assurance (QA) Representative to monitor and evaluate customer interactions to ensure service excellence. You will assess call quality, provide feedback to agents, and collaborate with leadership to drive improvements in customer experience.
Key Responsibilities:
Monitor inbound and outbound calls, chat, or email interactions to ensure adherence to company standards.
Evaluate customer interactions for accuracy, professionalism, and compliance with company policies.
Provide constructive feedback to agents and assist in coaching sessions.
Maintain and update QA scorecards and reports.
Identify training needs and recommend process improvements.
Collaborate with team leaders and trainers to enhance performance metrics.
Ensure compliance with company guidelines and regulatory requirements.

Previous experience as a Quality Assurance Representative, QA Analyst, or similar role in a BPO or call center setting.
Strong analytical and problem-solving skills.
Excellent communication and feedback delivery skills.
Proficiency in QA tools, call monitoring software, and reporting systems.
Ability to work independently and in a team-oriented environment.

English LanguageCustomer ServiceTechnical SkillsCall Centrequality analyst