VG
Quality Analyst
full-time•Philippines
About this role
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.
A Quality Analyst (QA) is responsible for ensuring the highest quality of customer interactions within the call center. This role involves monitoring and evaluating calls, chats, and emails to ensure agents adhere to company standards, follow established protocols, and provide exceptional customer service. The Quality Analyst uses their findings to identify trends, provide constructive feedback to agents, and collaborate with management and training teams to drive continuous improvement.
Key Responsibilities:
Call Monitoring and Evaluation:
Conduct regular monitoring of agent-customer interactions (calls, chats, and emails) against a predefined quality scorecard or rubric.
Score interactions accurately and consistently based on criteria such as professionalism, tone, accuracy of information, and adherence to compliance guidelines.
Document detailed feedback for each interaction, highlighting both strengths and areas for improvement.
Reporting and Analysis:
Analyze quality data and performance metrics to identify trends, root causes of issues, and opportunities for process improvement.
Prepare and present comprehensive reports on individual agent and team performance to supervisors and management.
Collaborate with supervisors to discuss agent performance and develop targeted coaching plans.
Coaching and Training:
Provide one-on-one coaching and feedback sessions to agents based on evaluation results.
Participate in calibration sessions with supervisors and other QAs to ensure consistency in scoring.
Assist in identifying training needs and contribute to the development of training materials and programs.
Compliance and Process Improvement:
Ensure all agents comply with company policies and regulatory requirements during customer interactions.
Identify and recommend improvements to existing processes, scripts, and quality assurance programs to enhance efficiency and customer satisfaction.
Stay up-to-date on industry trends and best practices in quality assurance.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
What you'll do
- The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards. They provide feedback to agents and collaborate with management to drive continuous improvement.
About VXI Global Solutions
About VXI Global Solutions
VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000+ employees in 43 locations in North America, Asia, Europe, and the Caribbean.
VXI delivers omnichannel and multilingual support, revenue generation, software development, quality assurance, and CX advisory, automation, and process excellence to the world’s most respected brands.
VXI is backed by private equity investor Bain Capital and is one of the fastest growing, privately held business services organizations in the United States and the Philippines.
For more information, visit www.vxi.com.
Contact Us: [email protected]
Customer Experience Management | Omni Channel | Customer Journey Mapping | Digital Sales Channels | Application Development | Digital CX | Service Excellence | Contact Center | Call Center | Revenue Generation | Business Outcomes | CX Strategy | AI & automation | Business Analytics
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Frequently Asked Questions
What does a Quality Analyst do at VXI Global Solutions?
As a Quality Analyst at VXI Global Solutions, you will: the Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards. They provide feedback to agents and collaborate with management to drive continuous improvement..
Is the Quality Analyst position at VXI Global Solutions remote?
The Quality Analyst position at VXI Global Solutions is based in Philippines, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Quality Analyst position at VXI Global Solutions?
You can apply for the Quality Analyst position at VXI Global Solutionsdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.