Quality Analyst | wfhProgressPro Services, Inc.

At ProgressPro Services Inc., a 100% Filipino-owned company, we bring over two decades of expertise in the Philippine outsourcing market, helping businesses achieve operational efficiency and deliver outstanding customer experiences. Our team is deeply committed to providing top-quality service drawing on years of experience in customer support and back-office solutions.
 
QUALITY ANALYST
Roles & Responsibilities of a Quality Analyst:
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.
The role will require onsite work during the training phase. Upon completion of training, you will transition to a work-from-home arrangement.