Quality Analyst (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 calls, chats and emails
• Score and provide feedback on agent performance based on established quality assistance criteria; Identify errors, gaps, and improvement areas
• 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

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!