Quality Analyst
Remote · Pasig City, Metro Manila, Philippines
Job Summary
QA analyst responsible for end-to-end monitoring of agent interactions (voice and non-voice) to ensure compliance with quality guidelines, meeting evaluation targets, providing impartial judgments, coaching agents to reinforce good behavior, and reporting quality metrics and trends. Role includes facilitating calibration sessions, partnering with Operations and Training to drive improvements, and contributing to process and tool enhancements. Also involved in security, data/privacy considerations, and supporting back-office functions as part of a global outsourcer with work-from-home options.
Required Qualifications
- Experience in quality assurance / QA
- Ability to conduct live or recorded monitoring of agent interactions (voice and non-voice)
- Coaching and training of agents
- Reporting of monitoring scores with root-cause/data analysis and recommended actions
- Facilitating calibration sessions and QA orientations
- Collaboration with Operations, Training, and HR
- Knowledge of monitoring/compliance/knowledge-based tools
- Experience with CRM/KRM systems
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.