BPO - Quality Analyst/Trainer (90% onsite, 10% WFH))
Hybrid · Paranaque City, Metro Manila, Philippines
Job Summary
Quality Analyst/Trainer at Unity Communications, primarily onsite with some work-from-home flexibility. You will monitor emails, calls, and system interactions (live or recorded), review results to identify patterns affecting service quality, coordinate coaching sessions with operations leaders, prepare quality reports, investigate recurring issues, and support calibration sessions to maintain consistent quality standards. You’ll document monitoring activities (Asana and shared resources), assist in assessing trainees and mentors, and collaborate across teams to drive improvements. Requires experience in QA within BPO or strong QA knowledge, excellent English communication, attention to detail, proficiency with Word/Excel, and familiarity with Asana/Slack; willingness to work in a full-time, hybrid role at the Paranaque City office (90% onsite, 10% WFH). Additional benefits include HMO after regularization, VL/SL credits, 13th-month pay, non-taxable allowances, and career growth opportunities.
Required Qualifications
- At least one year of experience in quality assurance within the BPO industry, or strong knowledge of QA processes and monitoring standards
- Strong English communication skills, both written and spoken, with the ability to deliver clear and constructive feedback
- Excellent attention to detail and analytical skills when reviewing interactions and identifying performance trends
- Proficiency in Microsoft Office tools, including Word and Excel
- Willingness to work with multiple technology platforms and learn tools such as Asana and Slack
- Strong organizational and time-management skills to track quality metrics and follow up on improvement actions
- Ability to collaborate with multiple teams and serve as a shared quality resource across the organization
- Willingness to work full-time at the Aseana City office, with occasional work-from-home flexibility
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