Quality Assurance Analyst

3 weeks 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.

#J-18808-Ljbffr

  • Quality Assurance Analyst

    1 week ago

    Davao City, Philippines PROTALENTNEXUS CONSULTING Full time

    Quality Assurance Analyst Location: Clark, Pampanga Work Setup: Onsite | Night Shift Salary Range: ₱30,000 – ₱35,000 (Max Offer)Start Date: ASAP About the Role We are looking for a Quality Assurance Analyst to join our IT support team in Clark, Pampanga. The ideal candidate will have a strong helpdesk background, excellent troubleshooting skills across...

  • Quality Assurance Analyst

    2 weeks ago

    Davao City, Davao, Philippines PROTALENTNEXUS CONSULTING Full time ₱360,000 - ₱420,000 per year

    Quality Assurance Analyst Location: Clark, Pampanga Work Setup: Onsite | Night Shift Salary Range: ₱30,000 – ₱35,000 (Max Offer)Start Date: ASAPAbout the RoleWe are looking for a Quality Assurance Analyst to join our IT support team in Clark, Pampanga. The ideal candidate will have a strong helpdesk background, excellent troubleshooting skills across...

  • Quality Assurance Analyst

    5 days ago

    Makati City, National Capital Region, Philippines Peak Outsourcing, Inc. Full time $104,000 - $130,878 per year

    The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. This role aims to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience...

  • Quality Assurance Analyst

    5 days ago

    Davao de Oro, Davao, Philippines Virginia Food, Inc. Full time ₱250,000 - ₱350,000 per year

    Virginia Food, Inc. is hiring a Full time Quality Assurance Analyst role in Compostela, Central Visayas. Apply now to be part of our team.Job summary:Looking for candidates available to work:Monday: Afternoon, Morning, EveningTuesday: Afternoon, Morning, EveningWednesday: Afternoon, Morning, EveningThursday: Afternoon, Morning, EveningFriday: Afternoon,...

  • Quality Assurance Analyst

    5 days ago

    Davao City, Davao, Philippines Zywave Full time ₱500,000 - ₱1,200,000 per year

    Brief DescriptionAre you interested in helping develop and test cutting-edge software to benefit an entire industry?Zywave is seeking aData Quality Analystto join our growing team of innovative developers and analysts. In this role, you'll support the development and delivery of high-quality software by creating and executing detailed test scenarios,...

  • Quality Assurance Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines Muktarion Academy Full time ₱30,000 - ₱35,000 per year

    We're Hiring | Quality Assurance Analyst I Location: Clark, Pampanga Work Setup: Onsite | Night Shift Salary Range: ₱30,000 – ₱35,000 (Max Offer) Start Date: ASAPAre you passionate about ensuring top-quality service delivery in a BPO environment? We're looking for a Quality Assurance Analyst I to join our growing team Qualifications:• Strong...

  • Quality Assurance Analyst

    3 days ago

    Lapu-Lapu City, Central Visayas, Philippines Sto. Niño de Cebu Finance Corp. Full time ₱104,000 - ₱130,878 per year

    Accelerate your career and be the newest member of our growing family here at SKYGOWe are looking for→ Quality Assurance Analyst: The Quality Assurance (QA) Analyst ensures that all customer interactions meet company quality standards and comply with regulatory requirements. The role involves monitoring calls, identifying performance gaps, coaching agents,...

  • Quality Assurance Analyst

    5 days ago

    Lapu-Lapu City, Central Visayas, Philippines New Moto Marketing Corporation Full time ₱900,000 - ₱1,200,000 per year

    CastleKeep Holdings, the holdings company of Skygo Marketing Corporation, and several other business units, is expanding and we are looking for a talented individual to fill the Quality Assurance Analyst role.The Quality Assurance (QA) Analyst ensures that all customer interactions meet company quality standards and comply with regulatory requirements. The...

  • Quality Assurance Quality Control Analyst

    5 days ago

    Paranaque City, Calabarzon, Philippines Zenutrients (The Greenhouse Inc) Full time ₱400,000 - ₱600,000 per year

    Company DescriptionThe Greenhouse Inc is a local manufacturing and retail company that proudly produces and sells fast-growing personal care brands such as Gugo by Zenutrients and Curls by Zenutrients. Our products are available on TikTok, Shopee, Lazada, in over 10 mall stores, and through 1000+ doors including Watsons, Marketplace, and Robinson's...

  • Quality Assurance Analyst

    1 week ago

    Davao City, Philippines Zywave Full time

    Brief Description Are you interested in helping develop and test cutting-edge software to benefit an entire industry? Zywave is seeking a Data Quality Analyst to join our growing team of innovative developers and analysts. In this role, you’ll support the development and delivery of high-quality software by creating and executing detailed test scenarios,...