Real Time Analyst
E-Solutions IT Services
Job Description
Benefits
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Description
- Monitor and evaluate customer interactions (calls, chats, and emails) to assess the quality of service provided by agents.
- Identify patterns, trends, and areas of improvement in customer interactions, especially related to debit/credit card issues and fraud detection.
- Collaborate with operations and training teams to provide actionable feedback and drive performance improvements.
- Maintain and update quality monitoring systems and calibration sessions to ensure scoring consistency.
- Prepare regular quality reports, highlighting insights and recommendations based on data analysis.
- Ensure compliance with industry regulations, internal policies, and client-specific quality standards.
Requirements
- Minimum 1 year of work experience as a Quality Analyst in a BPO setting.
- Hands-on experience supporting credit/debit card services and fraud detection processes.
- Strong analytical skills with the ability to detect trends and draw insights from data and customer interactions.
- Excellent communication and interpersonal skills.
- Proficiency in using quality monitoring tools and CRM systems.
- Knowledge of BPO KPIs, compliance standards, and performance metrics.
Patrick Fernando
Senior RecruiterE-Solutions IT Services
Reply Today 0 Times
Working Location
Alabang. Alabang, Muntinlupa, Metro Manila, Philippines
Posted on 26 May 2025
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