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 and evaluate calls and emails to ensure they meet the company's quality standards and customer service guidelines
- Score and provide feedback on agent performance based on established quality assistance criteria
- 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 service
- Prepare detailed reports on quality, agent performance, and customer satisfaction metrics
- Provide actionable feedback to agents and management, and recommend improvements to processes and policies
- Ensure that all customer interactions comply with relevant regulations and industry standards
Job Qualifications:
- A bachelor's degree in Business Administration, Marketing, Communications, or any related field is preferred but not required
- Proven work experience as a Quality Analyst or similar role
- Excellent communication skills, both written and verbal
- Strong analytical and problem-solving skills
- Adept in Microsoft Office Suite
- Strong attention to detail skills
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!
Job Type: Full-time
Benefits:
- Additional leave
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Staff meals provided
- Transportation service provided
Application Question(s):
- How much is your expected salary?
Experience:
- Customer Service: 1 year (Required)
Work Location: In person
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