Quality Analyst

5 days ago

Mandaluyong, Philippines ibex Full time

ibex Mandaluyong, National Capital Region, Philippines Quality Analyst Role at ibex – Ensures CSRs deliver performance in line with company and client quality values. Assesses call quality and assists in process improvement. Responsibilities Monitoring of Calls – 15-30 calls per day Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunity Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance. Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross‑functional areas where needed to help determine quality needs and provide recommendations on continual process improvement. Identify and report any required training issues to department management and trainers. Take an active part in the evolution of the attribute document Identify changes that need to be made to our evaluation tool Create and update standards as appropriate Create scripting and resources for agents when requested or needed Provide in-depth comments on evaluations for manager coaching Train new members that join our team Follow up with issues identified to ensure they are resolved Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews. Team Accountability (QA and CSi Performance) – weekly progress report with action items Attend and actively participate in weekly calibration and facilitation on a rotational basis QA Orientation for New Hires – as needed QA Orientation for Cross Skilling of agents – as needed Facilitation of Mock Calls and Certification – as needed Perform other duties and special projects as assigned. Qualifications Minimum 1 year previous experience as a Quality Analyst (for External) Minimum 1 year previous Call Center experience (for Internal) Knowledge Intermediate knowledge in MS Office especially MS Excel Previous front‑line experience and successful completion of program specific training on the program being supported is required. Skills Strong interpersonal communication skills Effective oral and written communication skills Team‑oriented and Self‑motivated Performance‑oriented and Results – Oriented Exception performance History in the area of Quality Performance and CSi Abilities Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote). Ability to respond positively to changing environment Ability to exhibit professionalism/credibility in his/her facilitation skills Demonstrated ability to work with and lead a team Demonstrated ability to communicate effectively and professionally with internal and external associates Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary) Seniority level Entry level Employment type Full‑time Job function Quality Assurance #J-18808-Ljbffr

  • Quality Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines ibex Full time $70,000 - $120,000 per year

    TheQuality Analystassesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.ResponsibilitiesMonitoring of Calls – 15-30 calls per dayDaily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of...

  • Collection Quality Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    Job Title: Quality AnalystDepartment: Collections DepartmentKey Responsibilities:Monitor and evaluate calls and other customer interactions to ensure compliance with quality standards.Provide feedback and coaching to agents to drive performance improvement.Create and maintain QA reports and trackers to monitor quality metrics and trends.Identify process gaps...

  • Quality Analyst

    4 days ago

    Mandaluyong City, National Capital Region, Philippines Smart Outsourcing Solution Full time ₱25,000 - ₱50,000 per year

    The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving customer interactions to ensure compliance with company policies, business requirements, and industry standards. This role provides actionable insights and feedback to drive agent performance, enhance customer satisfaction, and maintain high service delivery standards in a...

  • Quality Assurance Analyst

    4 weeks ago

    Mandaluyong, Philippines GOURMET FOOD MANUFACTURING CORPORATION Full time

    Job Summary: The basic duty and responsibility of the position is to contribute to the delivery of quality and safety of product consistent with the vision, mission and values of Gourmet Food Manufacturing Corporation. The QA Analyst is responsible for the provision of basic Quality Assurance services like testing and inspection, GMP and Plant Sanitation...

  • Quality Assurance Analyst

    1 day ago

    Mandaluyong, Philippines GOURMET FOOD MANUFACTURING CORPORATION Full time

    Job Summary: The basic duty and responsibility of the position is to contribute to the delivery of quality and safety of product consistent with the vision, mission and values of Gourmet Food Manufacturing Corporation. The QA Analyst is responsible for the provision of basic Quality Assurance services like testing and inspection, GMP and Plant Sanitation...

  • Quality Analyst

    4 days ago

    Mandaluyong City, National Capital Region, Philippines Chubb Full time ₱900,000 - ₱1,200,000 per year

    Claims Quality AnalystRole Purpose:The primary responsibility of this role is to audit claims to ensure compliance with the Company's Operational Guidelines (COG) standards.Key Responsibilities:Conduct thorough audits of claims to assess compliance with COG standards and internal policies.Review and analyze claims documentation, ensuring accuracy and...

  • Quality Assurance Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Gourmet Foods Manufacturing Corp Full time ₱600,000 - ₱1,200,000 per year

    Gourmet Foods Manufacturing Corp is hiring a Full time Quality Assurance Analyst role in Mandaluyong, NCR. Apply now to be part of our team.Job summary:Flexible hours available2-3 years of relevant work experience required for this roleJob Summary:The basic duty and responsibility of the position is to contribute to the delivery of quality and safety of...

  • Associate Quality Assurance Analyst

    2 weeks ago

    Mandaluyong, Philippines SJ Group Full time

    SJ Group Mandaluyong, National Capital Region, Philippines Associate Quality Assurance Analyst This role will be responsible to ensure service quality of day-to-day Global Shared Services operations: Conducting quality audit, service review, QA training, calibration sessions, customer experience analysis, and creating process improvements and projects to...

  • BPO Quality Analyst

    4 days ago

    Mandaluyong City, National Capital Region, Philippines ISTA Personnel Solutions Full time ₱900,000 - ₱1,200,000 per year

    ISTA Solutions is a leading Business Process Outsourcing (BPO) company, providing exceptional services to clients worldwide. We are currently searching for a dedicated and experienced Quality Analyst to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of service quality for our...

  • Quality Assurance Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines GOURMET FOOD MANUFACTURING CORPORATION Full time ₱40,000 - ₱120,000 per year

    Job Summary:The basic duty and responsibility of the position is to contribute to the delivery of quality and safety of product consistent with the vision, mission and values of Gourmet Food Manufacturing Corporation.The QA Analyst is responsible for the provision of basic Quality Assurance services like testing and inspection, GMP and Plant Sanitation...