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!