Quality Assurance Analyst | Taguig City

We are looking for a Quality Assurance Analyst to monitor and improve the quality and performance of customer service operations. The role will conduct quality audits, analyze performance and defect trends, facilitate calibration and coaching sessions, and work closely with Operations leaders to identify and address quality improvement opportunities.

Key responsibilities

Conduct real-time and historical quality audits and evaluations of customer service interactions. Monitor individual and campaign-level performance using quality monitoring systems and data. Analyze quality results, errors, defects, and performance trends to identify areas for improvement. Provide real-time coaching and quality-related feedback to Operations Leads, Team Leaders, and QA teams. Conduct first- and second-level analysis of quality defects and recurring errors. Participate in and initiate calibration sessions to ensure consistency in quality standards and evaluations. Prepare quality-related reports, including calibration reports, meeting minutes, trend analyses, and performance updates. Use quality data and analysis to support continuous quality improvement initiatives. Collaborate with Operations Team Leaders to discuss agent performance, error trends, and improvement opportunities. Escalate recurring or significant quality issues to management for appropriate intervention.

About you

Bachelor's degree in any field. At least 1 year of experience in a Customer Service role, whether Voice or Non-Voice. Experience in Quality Assurance, customer service analytics, research, or performance analysis is an advantage. Strong computer proficiency and analytical skills. Knowledge of customer service practices and quality monitoring processes. Experience in mediation and conflict resolution techniques. Basic knowledge of Microsoft Excel formulas and Microsoft PowerPoint. Strong verbal and written communication skills. Detail-oriented with good problem-solving and analytical abilities. Must have at least a C rating in EF SET or equivalent English proficiency.