Quality Analyst

🕒 October 21

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 16%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Compass Experience Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

Consulting • Food & Beverage • Logistics

Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.

📋 Description

• Perform contact audits across email, chat, text, phone, and social media channels • Audit three tickets per agent per week within supported client accounts • Conduct weekly one-on-one coaching sessions with Team Leads and/or agents • Review strengths and opportunities to meet or exceed QA expectations and improve performance • Provide accurate QA reporting by agent and team, including QA percentage and other quality goals • Identify and address potential customer interaction issues with Team Leads and Program Leads • Collaborate with the QA Manager to improve internal and client contact center processes • Identify high-performing agent characteristics and help reduce employee attrition • Collaborate with the client headquarters team on QA calibrations, depending on associate experience • Perform other duties assigned by management

🎯 Requirements

• Ability to communicate clearly with a balanced perspective • Ability to lead difficult conversations around performance improvement and corrective action • Excellent time management, with a coaching plan executed consistently • Supportive, empathetic, listening, and nurturing approach • Ability to ensure agents have the communication and process skills needed to perform their jobs • Availability to work weekdays, weekends, and nights • Strong internet connection to support systems • High school diploma or equivalent • At least 6 months of customer service or retail experience • Previous Customer Support Associate experience strongly preferred • Ability to see, talk, and hear to communicate and exchange information verbally and in writing • Ability to operate a computer/laptop and headset • Ability to perform job duties while sitting and/or standing for prolonged periods, including an 8-hour shift

🏖️ Benefits

• Work-from-home/remote work arrangement • Full-time position • Reasonable accommodation may be provided

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