Quality Analyst

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 servi...