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 guidelinesScore and provide feedback on agent performance based on established quality assistance criteriaAnalyze data to identify trends, areas for improvement, and opportunities for enhancing customer satisfactionConduct training sessions and provide coaching to call center agents to improve their skills and performanceEnsure compliance with company policies and procedures, and implement quality control measures to maintain high standards of servicePrepare detailed reports on quality, agent performance, and customer satisfaction metricsProvide actionable feedback to agents and management, and recommend improvements to processes and policiesEnsure 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 requiredProven work experience as a Quality Analyst or similar roleExcellent communication skills, both written and verbalStrong analytical and problem-solving skillsAdept in Microsoft Office SuiteStrong attention to detail skills Why work with Swak BPO Corp.? Opportunity to work with international teams and companiesOpportunity in promotions and salary increasesA company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional costFree meals prepared and provided by the company to promote a healthy lifestyleFree shuttle services provided around Angeles City and nearby areasA 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!