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:

• Monitor customer interactions across calls, chats, and emails on a regular basis
• Evaluate agent performance using established quality standards, providing clear and constructive feedback
• Identify errors, performance gaps, and areas for improvement
• Analyze data to uncover trends and opportunities to enhance customer satisfaction
• Deliver training sessions and coaching to support agent development and performance improvement
• Ensure adherence to company policies, procedures, and quality standards
• Implement and maintain quality assurance processes to uphold service excellence
• Prepare comprehensive reports on quality metrics, agent performance, and customer satisfaction
• Provide actionable insights and recommendations to both agents and management
• Ensure all customer interactions align with regulatory requirements and industry standards

Job Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not required)
• Proven experience as a Quality Analyst or in a similar role
• Strong written and verbal communication skills
• Excellent analytical and problem-solving abilities
• Proficiency in Microsoft Office Suite
• High attention to detail and accuracy

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!