Ripped Box Station
Open Country:Philippines
Language Requirements:English
Health Insurance
Paid Holidays, Government Mandated Leave
Position: Quality Analyst (QA)
Number of hours: 40 Hrs/week
Schedule: TBD
● Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies.
● Conduct regular quality audits and provide detailed reports on agent performance.
● Develop and update quality monitoring checklists, scorecards, and guidelines.
● Provide constructive feedback and coaching to agents to improve their service delivery.
● Identify trends, gaps, and areas for improvement in customer interactions.
● Collaborate with training and operations teams to enhance agent performance.
● Assist in the development and implementation of quality improvement initiatives.
● Track and report key quality metrics such as CSAT, FCR, and AHT.
● Ensure adherence to client and regulatory requirements.
● Participate in calibration sessions with stakeholders to align quality expectations.
● Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment.
● Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs.
● Experience in solar energy is preferred.
● Residency in Bulacan, Philippines is a plus.
● Excellent analytical, problem-solving, and decision-making skills.
● Strong verbal and written communication skills for providing feedback and reporting.
● Proficiency in quality monitoring tools, CRM software, and reporting tools.
● Ability to work independently and manage multiple tasks efficiently.
● Bachelor's degree in Business, Communications, or a related field is a plus.
Preferred Skills:
● Experience with Six Sigma or other process improvement methodologies.
● Knowledge of omnichannel support (voice, chat, email, social media).
● Familiarity with compliance and regulatory requirements in a customer service environment.
Jean Samot
Recruitment SpecialistRipped Box Station
Reply 0 Times Today
Posted on 09 June 2025
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