Urgent Hiring Quality Analyst

Join the dynamic team as a Quality Analyst based in Cebu City. This full-time role is an excellent opportunity to apply your expertise in call centre quality assurance and contribute to the ongoing success of the company. As a Quality Analyst , you will play a crucial part in maintaining high standards of customer service and driving continuous improvement within the organisation.

What You'll Be Doing

• Conduct regular evaluations and audits of customer service calls to assess adherence to quality standards and identify areas for improvement
• Provide constructive feedback to call centre agents and work collaboratively to develop targeted training and coaching programs
• Analyse call data and customer feedback to identify trends and insights that can be used to enhance the customer experience
• Participate in the development and implementation of quality assurance policies and procedures
• Collaborate cross-func...