Quality AnalystSwak BPO

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Quality Analyst to join our growing company.Job Responsibilities:
Regularly monitor and evaluate calls and emails to ensure they meet the company's quality standards and customer service guidelines
Score and provide feedback on agent performance based on established quality assistance criteria
Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction
Conduct training sessions and provide coaching to call center agents to improve their skills and performance
Ensure compliance with company policies and procedures, and implement quality control measures to maintain high standards of service
Prepare detailed reports on quality, agent performance, and customer satisfaction metrics
Provide actionable feedback to agents and management, and recommend improvements to processes and policies
Ensure that all customer interactions comply with relevant regulations and industry standards
Perform other ad hoc duties as assigned to support team and organizational goals
Job Qualifications:
A bachelor's degree in Business Administration, Marketing, Communications, or any related field is preferred but not required
Proven work experience as a Quality Analyst or similar role
Excellent communication skills, both written and verbal
Strong analytical and problem-solving skills
Adept in Microsoft Office Suite
Strong attention to detail skills
Why work with Swak BPO Corp.?
Opportunity to work with international teams and companies
Opportunity in promotions and salary increases
A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
Free meals prepared and provided by the company to promote a healthy lifestyle
Free shuttle services provided around Angeles City and nearby areas
A recreational facility that provides comfort and entertainment for employees to unwind
*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now!
Swak BPO

Angeles City, Pampanga
Permanent
Full-time