Quality Assurance Analyst

10 hours ago

Davao City, Philippines FPS Innovation Labs Full time

Overview

Quality Assurance Analyst

Identify issues, improve workflows, and support overall quality. Join our team today and unleash your full potential

Responsibilities
  • Call Monitoring & Evaluation: Review live and recorded customer interactions (phone, chat, email) against established QA scorecards; provide clear, actionable feedback to agents on strengths and areas for improvement
  • Scorecard Development & Maintenance: Design, refine, and update QA scorecards to reflect evolving business goals and compliance requirements; ensure rubrics cover accuracy, compliance, empathy, and resolution effectiveness
  • Data Analysis & Reporting: Aggregate QA findings into weekly/monthly dashboards and trend reports; identify performance gaps, root causes, and recommend process enhancements
  • Coaching & Training Support: Partner with Training and Team Leads to develop targeted coaching plans and training modules; participate in calibration sessions to align on scoring standards and best practices
  • Continuous Improvement: Propose new methodologies, tools, or workflow changes that drive efficiency and quality gains; track key metrics and drive action plans
Qualifications
  • With 1-2 years of related work experience as a Quality Assurance Analyst in a BPO setup
  • Preferably handled a customer service campaign and/or e-commerce account
  • Strong analytical mindset with proficiency in data-driven decision-making
  • Excellent written and verbal communication skills; ability to deliver constructive feedback
  • Familiarity with QA monitoring tools, CRM platforms, and reporting dashboards
  • Well-versed in compliance standards (e.g., PCI, GDPR) and industry best practices
  • Detail-oriented, organized, and capable of managing multiple projects simultaneously
  • Amenable to work in shifting schedules and onsite in Davao City
About FPS

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Core Values
  • Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission

To create conditions within which people can thrive

Locations
  • Kansas City, Missouri
  • Bogotá, Colombia
  • Davao, Philippines
  • Manila, Philippines
  • Pune, India

To apply or learn more, visit the career site.

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