Call Center Quality Analyst - (Cebu) | Onsite

About the job Call Center Quality Analyst - (Cebu) | Onsite

Position Title: Quality Analyst - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Undergraduate or College Graduate

Work Experience:

• Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other domain

Key Responsibilities:

• Monitoring & Evaluation: Listen to live, recorded, or side-by-side calls and review customer interactions across email, chat, and social media channels to assess agent performance based on established scorecards or rubrics. Evaluate factors such as demeanor, technical accuracy, customer service skills, and compliance with policies and procedures.
• Data Analysis & Reporting: Analyze int...