Quality Analyst

5 days ago

Taguig, Philippines E-Solutions IT Services Full time

Overview

We’re looking for a Quality Analyst with a keen eye for detail and a passion for driving performance. If you thrive in fast-paced BPO environments and have hands-on experience with both voice and non-voice accounts, we’d love to hear from you

Responsibilities
  • Monitor and evaluate agent calls, chats, or emails to ensure quality standards are met
  • Conduct root cause analysis to identify trends and recommend performance improvements
  • Collaborate with operations and training teams to address performance gaps
  • Provide timely, constructive feedback to frontline agents
  • Prepare and maintain QA reports and documentation
Qualifications
  • At least 2nd year college undergraduate
  • Minimum of 1 year experience as a QA in a BPO setting
  • Strong skills in Root Cause Analysis (RCA) and performance monitoring
  • Experience supporting blended accounts (voice and non-voice)
  • Excellent communication and documentation skills
  • Willing to work on-site in Pasig or Taguig
  • Amenable to shifting schedules , including nights and weekends
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