Job Description
Qualifications
- At least 2nd year completed in college or a College Graduate
- Minimum of 1-2 years of experience as a QA Analyst in a BPO setup (retail domain preferred, but open to any domain)
- Strong understanding of quality monitoring processes and performance metrics
- Excellent communication and analytical skills
- Detail-oriented with the ability to provide constructive feedback and recommendations
- Must be willing to work on-site in Cebu City and on night/shifting schedules.
Key Responsibilities
- Evaluate and assess customer interactions to ensure compliance with quality standards
- Provide feedback and coaching to agents for continuous improvement
- Identify process gaps and recommend solutions to enhance customer experience
- Collaborate with operations and training teams to drive performance improvements
- Prepare quality reports and maintain...
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