Quality Analyst

Qualifications : Quality Analyst – Customer Support (Chat)

• Must be amenable to work onsite.
• Must be currently residing in Makati or within a 15-minute commute to the Makati area.
• Must be at least a high school graduate.
• Must have at least 1 year of experience as a Quality Analyst, specifically in customer support via chat.
• Must have at least 1 year of experience in the BPO industry.
• Strong understanding of QA methodologies, including calibration sessions and quality monitoring processes.
• Ability to effectively analyze chat transcripts for accuracy, tone, compliance, and grammar.
• Skilled in creating QA reports, identifying trends, and delivering constructive feedback to agents.
• Proficient in interpreting and contributing to improvements in customer service KPIs.
• Strong command of spoken and written English; excellent grammar and documentation skills.
• Highly detail-oriented with strong analytical and problem-solving abilities.
• Flexible to work in rotating shifts, including graveyard, holidays, and weekends as needed.
• Experience in conducting coaching or feedback sessions is an advantage.
• A proactive mindset with the ability to take initiative, work independently, and meet deadlines.