- Location
- Manila-Mall of Asia, Philippines
- Workplace
- Onsite
- Type
- Full-time
- Education
- Bachelor
- Source
- Workday
Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary**
The Quality Analyst at VXI Global Holdings BV (Philippines) is responsible for monitoring and evaluating customer interactions to ensure quality standards, adherence to policies, and a positive customer experience. This role plays a crucial part in identifying areas for improvement and contributing to the overall success of our customer service operations.
Job Responsibilities**
* Conduct regular quality evaluations of agent interactions (calls, chats, emails, etc.) against established guidelines and metrics.
* Provide constructive feedback and coaching to agents based on quality evaluations to drive performance improvement.
* Identify and escalate recurring quality issues or trends to management for resolution.
* Participate in calibration sessions to ensure consistency in quality scoring across the team.
* Assist in the development and refinement of quality assurance processes, guidelines, and training materials.
* Prepare and present quality reports to management, highlighting key findings, trends, and recommendations.
* Collaborate with training and operations teams to implement corrective actions and best practices.
* Stay updated on product knowledge, policies, and procedures to ensure accurate evaluation.
* Contribute to a positive and supportive work environment.
Job Qualifications**
* Bachelor's degree in a relevant field or equivalent work experience.
* Proven experience (1-2 years) in a Quality Assurance or Analyst role within a call center or customer service environment, preferably BPO.
* Excellent written and verbal communication skills in English.
* Strong analytical and problem-solving abilities.
* Meticulous attention to detail and accuracy.
* Ability to provide effective and constructive feedback.
* Proficient in using quality monitoring tools and software.
* Strong knowledge of customer service principles and practices.
* Ability to work independently and as part of a team.
* Flexibility to work in various shifts as required.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!