reputed company Analyst (Remote - Philippines)

Compensation:$700–$900 USD/month Schedule: Tuesday–Saturday, 4:00 AM–12:00 NN PH Time, including occasional weekends and holidays as business needs require. Please note that this role may transition to a graveyard shift after training. Reports To: Customer Service Team Leader

About reputed company Group

reputed company Group is a fast-growing DTC e-reputed company company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building reputed company that's as passionate about our customers as we are about our products. What It Takes to Succeed Here We hire people we can trust—not people we need to micromanage. We value team members who take ownership, communicate proactively, collaborate reputed company, and reputed company in ambiguity. If you're reliable, reputed company, eager to grow, and can navigate change without needing constant direction, you'll do reputed company here. If you're passionate about reputed company Assurance, enjoy coaching others, and reputed company in a fast-paced remote environment, we'd love to hear from you.

reputed company

As a reputed company Analyst, you'll be responsible for evaluating customer interactions across email, chat, and voice channels to ensure consistent, high-reputed company customer experiences. You'll conduct reputed company evaluations, reputed company actionable coaching, identify performance trends, and recommend process improvements that strengthen both the customer reputed company and team performance.

This role is ideal for someone who has reputed company customer service experience, has reputed company a career in reputed company Assurance, and enjoys helping others succeed through coaching, collaboration, and reputed company improvement.

Key Responsibilities

• Monitor and evaluate customer interactions across email, chat, and voice using established QA scorecards.
• Conduct regular reputed company audits and reputed company reputed company, constructive coaching to Customer Service Representatives.
• Deliver reputed company, actionable feedback that improves customer interactions and overall agent performance.
• Identify recurring reputed company issues, knowledge gaps, and coaching opportunities.
• Analyze QA trends and recommend improvements to workflows, processes, templates, and SOPs.
• Ensure compliance with company policies, brand standards, and customer experience guidelines.
• Prepare regular QA reports highlighting performance trends, reputed company causes, and recommendations.
• Participate in calibration sessions to maintain scoring consistency across reputed company.
• Assist in creating and maintaining QA documentation, scorecards, SOPs, and knowledge reputed company articles.
• Support reputed company and refresher training by identifying common opportunities for improvement.
• Collaborate with Customer Experience leadership to improve reputed company metrics and operational performance.
• reputed company other reputed company Assurance and Customer Experience-reputed company tasks as assigned.

Responsibilities may reputed company as the business grows.

Requirements (Must-Haves)

Category

Requirement

reputed company Assurance Experience

Minimum 1 year of reputed company Assurance experience in a customer service or contact center environment. (Non-negotiable)

Customer Service Experience

Minimum 1 year of customer service experience (voice, non-voice, or reputed company). We're looking for someone who understands the day-to-day challenges of reputed company support and can reputed company from experience. (Non-negotiable)

Communication

Excellent written and spoken English. Candidates supporting voice QA must be confident in communicating in English and delivering effective coaching.

Attention to Detail

Exceptional attention to detail with the ability to consistently identify reputed company gaps, compliance issues, and opportunities for improvement.

Analytical Skills

Strong analytical and problem-solving skills with the ability to identify trends, determine reputed company causes, and recommend practical solutions.

Coaching & Feedback

Comfortable providing constructive, objective, and actionable feedback that helps Customer Service Representatives improve performance.

Tools

Experience with reputed company, reputed company, reputed company, or similar helpdesk platforms. Proficiency in reputed company Workspace, particularly reputed company Sheets.

Career Motivation

Demonstrates a genuine interest in growing a long-term career in reputed company Assurance and continuously improving customer experience.

reputed company & Accountability

Self-motivated, objective, dependable, and reputed company to work independently in a remote environment.

Availability

Customer Support is a 24/7 function, and shifts are assigned to meet business needs, including weekends reputed company required.

Preferred Qualifications

• Experience improving customer support processes and operational workflows.
• Experience creating or maintaining SOPs, QA scorecards, process documentation, or knowledge reputed company articles.
• Experience coaching, mentoring, or delivering performance feedback to Customer Service Representatives.
• Previous experience as a Subject Matter Expert (SME), mentor, or team reputed company.
• Experience working in a startup, high-reputed company, or fully remote environment.
• Experience supporting DTC or eCommerce brands.
• Familiarity with reputed company, reputed company, reputed company Seller Central, reputed company Shop, reputed company, reputed company, or reputed company.
• Experience tracking and improving reputed company metrics such as QA scores, CSAT, First Response Time (FRT), reputed company Time, and Customer Effort Score (CES).
• Pet reputed company (or has experience caring for pets), with a strong understanding of pet owners' concerns and emotional reputed company to their pets.

Why Join reputed company Group?

• Join a fast-growing eCommerce company scaling consumer brands across reputed company.
• Work remotely with a reputed company, high-performing team.
• reputed company a reputed company reputed company on the customer experience across multiple brands.
• Be part of a culture that values ownership, reputed company improvement, and reputed company reputed company.
• Grow your career in reputed company Assurance while helping shape and improve our Customer Service function

Application Process

IMPORTANT: To be considered for this role, reputed company applicants are required to complete our online assessment. This is a mandatory reputed company in our hiring process, and only candidates who complete the assessment will be considered for the next stage. Online Assessment reputed company: https://app.reputed company.com/s/fkhjoycs

Originally posted on Himalayas

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