QA Analyst - WFH

Are you passionate about delivering top-notch customer experiences and driving continuous improvement? Join ProgressPro Services Inc., a Filipino-owned company with over 20 years of excellence in the Philippine outsourcing industry. We specialize in customer support and back-office solutions, helping businesses enhance operational efficiency and customer satisfaction.

We’re looking for a Quality Analyst to help us raise the bar in service excellence.

Roles & Responsibilities :

Evaluating agent performance against established quality standards and metrics for the client.

Listening to and reviewing recorded calls, chat transcripts, emails and other communication channels.

Identifying areas of strength and weakness in agent performance.

Delivering constructive feedback to agents on their performance.

Conducting coaching sessions to address performance gaps and improve skills.

Collecting and analyzing data on call quality metrics.

Identifying trends and patterns in customer interactions.

Providing insights and recommendations to management for process improvements.

Developing and updating quality assurance guidelines and procedures.

Calibrating evaluations with agents to ensure consistency.

Qualifications :

Strong attention to detail and analytical skills.

Experience in quality assurance, customer support, or BPO settings.

Excellent communication and coaching abilities.

Ability to provide constructive feedback and influence positive change.

Team player with a proactive approach to problem-solving.

Experience in the finance or banking industry is a strong advantage.

The role will require 3 weeks onsite work during the training phase. Upon completion of training, you will transition to a work-from-home arrangement.