BPO Operations Quality Analyst; Voice Account - Cebu ; Onsite

BPO Quality Analyst (Voice Account) - Cebu City (100% Onsite)
Required Skills

Call listening

Data analytics

Coaching

Key Responsibilities:

• Monitor live, recorded, and side-by-side calls, as well as other customer interactions (email, chat, social media), assessing agent performance according to established scorecards and rubrics.
• Evaluate agent demeanor, technical accuracy, customer service skills, and compliance with policies and procedures to ensure exceptional service delivery.
• Analyze call and interaction data to uncover trends, performance gaps, and opportunities for improvement, compiling detailed reports for management review.
• Provide constructive and actionable feedback to agents, offering coaching and mentoring support to foster ongoing professional development.
• Collaborate with supervisors and management to identify training needs and implement quality improvement initiatives tailored to business objectives.
• Document and track performance metrics, maintaining accuracy in quality assurance records and supporting compliance requirements.
• Champion a culture of continuous improvement, sharing insights and best practices across the team to elevate overall service standards.

Required Skills and Qualifications:

• At least 2 years of experience as a Quality Analyst in a BPO environment, ideally with a focus on voice accounts in the retail domain.
• Proven ability to listen to and evaluate calls with attention to detail and objectivity.
• Strong data analytics skills, including the ability to interpret trends and translate data into actionable recommendations.
• Exceptional written and verbal communication skills, demonstrating empathy and clarity when providing feedback.
• Experience in coaching, mentoring, and motivating agents toward performance excellence.
• Solid understanding of customer service principles and contact center operations.
• Completion of at least 2 years in college without back subjects.