Quality Analyst

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!