Customer Experience Quality Analyst

Client Company : A well-established IT and Engineering firm with over 40 years of experience, providing comprehensive end-to-end solutions across diverse sectors, including finance and healthcare.

Position : Customer Experience Quality Analyst

Industry : BPO

Location : Clark Pampanga

Postal : 2023

Salary Offer : Php35,000

Work Schedule : Shifting Schedule

Work Set Up : Work-Onsite

Benefits :

✨Government mandated benefits

✨13th Month Pay

✨HMO

✨Vacation Leave Credits

✨Sick Leave Credits

Job Responsibilities :

✨ Monitor and evaluate customer interactions across calls, chats, and emails to ensure compliance with quality standards, client expectations, and regulatory requirements.

✨ Conduct regular quality audits, accurately document findings, and identify performance gaps to support continuous improvement.

✨ Provide constructive feedback and actionable coaching recommendations to agents and team leaders to enhance performance and service delivery.

✨ Prepare and analyze daily, weekly, and monthly quality reports to identify trends, uncover root causes, and highlight key areas for improvement.

✨ Collaborate with Operations and Training teams to drive performance optimization, process efficiency, and consistent service excellence.

✨ Participate in calibration sessions to maintain alignment, fairness, and consistency in quality evaluations.

✨ Ensure strict adherence to organizational policies, client-specific requirements, and industry regulations.

✨ Recommend process enhancements and policy updates to elevate customer experience and overall service quality.

Job Requirements :

✨Open for Undergraduates

✨With at least 1 year experience in Quality Assurance in a BPO company is an advantage

✨With experience in Fintech account is a plus

✨Amenable to work onsite

✨Can start as soon as possible

Recruitment process : Online and Face to face

✨Initial interview

✨Final interview

✨Job offer