Quality Analyst
On-sitePasig City, Metro Manila, Philippines
Job Summary
Monitor agent interactions and evaluate transactions for compliance, delivering objective feedback and coaching sessions to reinforce best practices. Conduct root cause analysis, prepare reports with trends, and facilitate calibration sessions to drive service quality across touchpoints. Coordinate with Ops and Training for skill development, handle evaluation disputes, and assist in updating QA tools and guidelines. Submit best-in-class calls for archiving, perform security audits, and support process improvements in monitoring workflows. Requires 1–2 years of QA experience in a contact center environment with strong coaching and communication skills.
Required Qualifications
- 1–2 years of experience in a QA role in a contact center environment
- Experience with call monitoring and evaluation tools
- Strong coaching and communication skills
- High attention to detail and ability to analyze performance trends
- Ability to collaborate with cross-functional teams
- Comfortable managing multiple priorities in a fast-paced environment
- BPO experience
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