Quality Analyst

2 weeks 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 #J-18808-Ljbffr

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