Quality Assurance Analyst

3 days ago

Pasig, Philippines Viventis Search Asia Full time

1 day ago Be among the first 25 applicants

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The Quality Assurance (QA) Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards and service quality. This role plays a key part in improving customer satisfaction by providing feedback, identifying training needs, and supporting the continuous improvement of call center operations.

Key Responsibilities:

  • Monitor and assess inbound and outbound calls, emails, or chats to evaluate the quality of service provided by agents.
  • Ensure compliance with internal policies, scripts, and industry regulations.
  • Provide timely and constructive feedback to agents and team leaders.
  • Document and report quality trends, performance gaps, and improvement opportunities.
  • Collaborate with the training and operations teams to address performance issues.
  • Contribute to the development and refinement of QA scorecards, procedures, and guidelines.
  • Support efforts to enhance customer experience and operational effectiveness.

Qualifications:

  • Bachelor's Degree
  • At least 5 years experience in a call center environment, preferably in a QA or supervisory role.

Work Arrangement & Compensation:

  • Work Schedule: Dayshift, 8:00 AM to 5:00 PM (Monday to Friday)
  • Work Setup: Full Onsite
  • Up to PHP 55,000 basic monthly
Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Quality Assurance
  • Industries Telephone Call Centers and Insurance

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