- Location
- PHL_Site_Bacolod, Philippines
- Type
- Full-time
- Closing date
- Today
- Source
- Workday
Description
Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Job Title: Quality Analyst
Job Summary
The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company standards, policies, and performance expectations. This role focuses on improving agent performance, enhancing customer experience, and driving continuous process improvement through quality assurance, coaching, and reporting.
Key Responsibilities
Quality Monitoring & Evaluation
Monitor customer interactions (calls, chats, emails, and other channels) to ensure adherence to company guidelines, policies, and quality standards.
Evaluate agent performance using predefined Key Performance Indicators (KPIs) such as customer satisfaction, script adherence, accuracy, and resolution time.
Identify performance gaps, trends, and opportunities for improvement, escalating critical issues when necessary.
Feedback & Coaching
Provide timely, constructive, and actionable feedback to agents based on quality evaluations.
Conduct regular coaching sessions focused on communication skills, product knowledge, and effective customer handling techniques.
Partner with team leaders and managers to review performance results and develop improvement plans for underperforming agents.
Reporting & Documentation
Maintain accurate and up-to-date quality monitoring records, including feedback, corrective actions, and follow-up plans.
Prepare daily, weekly, and monthly quality performance reports highlighting trends, strengths, and areas for improvement.
Analyze and report on common customer complaints and recurring agent performance issues for management review.
Process Improvement
Collaborate with management and cross-functional teams to identify process gaps and recommend improvements to enhance service quality.
Participate in internal audits and quality assessments to ensure compliance with established standards.
Suggest updates to training materials, procedures, and quality guidelines based on monitoring results and customer feedback.
Training & Development Support
Support the training and onboarding of new agents by sharing best practices, quality expectations, and performance insights.
Serve as a subject matter resource by answering agent questions and providing guidance to support skill development.
Customer Experience Focus
Ensure agents consistently deliver positive customer experience by following customer service standards and resolving inquiries effectively.
Track customer satisfaction data and feedback to identify patterns, root causes, and improvement opportunities.
Compliance & Adherence
Ensure all agents comply with company policies, regulatory requirements, and industry standards.
Identify deviations from standard operating procedures and promptly escalate non-compliance issues.
Collaboration & Communication
Work closely with team leaders, managers, and other departments to align quality objectives and address performance challenges.
Act as a liaison between agents and management by communicating feedback, concerns, and improvement recommendations.
Qualifications & Skills
Previous experience in Quality Assurance, Quality Analysis, or a similar role (preferred).
Strong analytical skills with attention to detail.
Excellent verbal and written communication skills.
Ability to deliver feedback professionally and coach agents effectively.
Proficiency in reporting, documentation, and quality monitoring tools.
Strong understanding of customer service principles and performance metrics.
Working Conditions
Office-based environment
May require monitoring interactions across multiple communication channels.
