Quality Analyst | Shifting Schedule | Onsite | Cebu City

Quality Analyst | Shifting Schedule | Onsite | Cebu City

About the job

Responsibilities:

• Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.
• Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.
• Analyze qualitative and quantitative data to formulate insightful recommendations for minimizing errors and honing process performance.
• Generate and manage performance tracking reports to present trends and outcomes, driving accountability and excellence.
• Facilitate outlier training sessions and daily huddles to reinforce best practices and provide support to team members.
• Maintain productivity levels to meet service requirements and contribute to overall service objectives.
• Ensure proactive monitoring and implementation of strategies to a...