Call Quality Analyst - Client: Digital Marketing Agency

Department: Boutique Client

Location: Philippines

Compensation: $5.00 / hour

Description

About the Role
Our client is a well-established digital marketing agency with a nationwide reach, specializing in helping service-based trade businesses grow their digital presence and customer base. Their commitment to transparency and results-driven marketing has earned them prestigious partnerships with major technology platforms and industry tools. They pride themselves on providing measurable results and clear accountability to hundreds of clients across the country.

Why does this role exist?
The client is seeking a dedicated Call Quality Analyst to ensure the quality and effectiveness of their marketing campaigns by analyzing customer call data, which is a crucial metric for service-based businesses. By thoroughly analyzing and categorizing incoming calls, you will provide our client with actionable insights about their customer interactions, helping them optimize their marketing strategies and improve their conversion rates.

The Impact you'll make

Call Analysis & Quality Assessment

• Listen to and analyze our client's calls with precision and attention to detail


• Categorize calls based on outcome (bookings, missed opportunities, service inquiries)


• Identify patterns in customer interactions and service requests

Data Classification & Reporting

• Document call outcomes in appropriate tracking systems


• Flag calls that require immediate attention or follow-up


• Maintain detailed records for our client's reporting purposes

Performance Monitoring

• Track conversion rates from marketing campaigns


• Identify areas for improvement in customer service


• Monitor and report on call handling effectiveness

Quality Control

• Ensure compliance with call analysis standards


• Maintain confidentiality of sensitive client information


• Provide accurate and timely data for client reporting

Skills, Knowledge and Expertise

Required Qualifications:

• Minimum of 2 years experience in call center quality assurance, data analysis, or related field


• At least 1 year of experience in a remote work environment


• Proven track record of following instructions precisely and meeting deadlines


• Demonstrated ability to handle sensitive and confidential information


• Strong attention to detail and accuracy in data entry


• Experience with standard business software (GSuite, CRM systems)


• WFH Set-Up:
  
  
  
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  
  
  • Internet speed of at least 40MBPS
  
  
  • Headset with an extended mic that has noise cancellation and a webcam
  
  
  • Back-up computer and internet connection
  
  
  • Quiet, dedicated workspace at home
  
  
  
  
  
  

Your superpowers are...

• Exceptional listening skills with stamina for daily call analysis


• Strong analytical thinking and pattern recognition


• Meticulous attention to detail and process adherence


• Outstanding written and verbal communication skills


• Excellent time management and organization


• Unwavering commitment to confidentiality


• Ability to follow precise instructions


• Professional and trustworthy demeanor

You should apply if...

• You thrive in roles requiring consistent attention to detail


• You have experience in call QA or are passionate about quality assessment


• You excel at following detailed processes and instructions


• You take pride in clear, professional communication


• You're trustworthy and discreet with confidential information


• You're comfortable with daily call listening and analysis


• You're reliable and consistently meet deadlines


• You have proven success in remote work environments

What to expect...

• Working hours: US Business Hours, 40 hours a week / 8 hours per day, Monday to Friday, 9:00 AM - 6:00 PM EST


• Salary range: $5 per hour


• Tools: Project Management Tracking tools, Slack, GSuite, and CRMs

Benefits