Quality Analyst

3 weeks ago

Taguig, Philippines E-Solutions Full time

Quality Analyst Location: Gilmore, Ortigas, and McKinley, Taguig (Site-based as needed) Salary Package: PHP 25,000-31,000 Job Overview: We are seeking a detail-oriented and analytical Quality Analyst to join our team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across various accounts. This role requires strong problem‑solving and root‑cause analysis skills, with flexibility to adapt to different account requirements during site rotations. Key Responsibilities Conduct call, chat, and email monitoring to ensure compliance with quality standards. Perform root cause analysis on identified issues and provide actionable recommendations. Collaborate with Team Leaders and Operations to implement quality improvements. Provide coaching and feedback to agents to enhance performance. Prepare and present quality reports, trends, and insights to management. Support blended accounts (voice, non‑voice, chat, and email). Adapt quickly to different accounts during site rotations (1–3 months per site). Qualifications College degree preferred; at least 2nd year undergraduate accepted. Minimum of 1 year of Quality Analyst experience in a BPO environment. Strong skills in root cause analysis and problem‑solving. Exposure to blended accounts (voice and non‑voice support). Flexible and amenable to work onsite in Ortigas or Taguig on a shifting schedule. Seniority Level Associate Employment Type Full‑time Job Function Administrative and Quality Assurance #J-18808-Ljbffr

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