BPO Operations Quality Analyst

4 weeks ago

Cebu City, Central Visayas, Philippines micro1 Full time
Overview

Job Title: BPO Operations Quality Analyst (Voice Account) - Cebu City (100% Onsite)

Job Type: Full-Time

Location: Cebu City (100% Onsite)

Responsibilities
  • Monitor live, recorded, or side-by-side calls and review customer interactions (including email, chat, and social media) to assess agent performance against established quality scorecards.
  • Evaluate agent demeanor, technical accuracy, customer service proficiency, and adherence to company policies and procedures.
  • Analyze call and interaction data to pinpoint trends, performance gaps, and opportunities for improvement.
  • Compile and track performance metrics while preparing detailed, actionable quality reports for management.
  • Deliver timely, constructive feedback and individualized coaching to agents, fostering continuous skill development.
  • Collaborate closely with supervisors and management to implement quality improvement initiatives and address training needs.
  • Support the development and refinement of training programs based on insights from quality monitoring.
Required Skills and Qualifications
  • At least 2 years of experience as a Quality Analyst in a BPO environment, ideally within the retail sector.
  • Completed at least 2 years in college w/o back subject/s
  • College TOR/Diploma must also be available onhand
  • Proven expertise in call listening, data analytics, coaching, and mentoring.
  • Strong written and verbal communication skills demonstrating professional empathy and clarity.
  • Ability to interpret and present complex data effectively.
  • Proficiency in using quality assessment rubrics and scorecards.
  • High attention to detail with a commitment to confidentiality and process integrity.
  • Willingness to work onsite in Cebu City on a shifting schedule.

Join our team to make an impact in delivering world-class customer service and raising performance standards in a fast-paced, supportive environment. Your commitment to quality and communication will be central to our success


#J-18808-Ljbffr

  • Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱244,000 - ₱408,000 per year

    Qualification:At least 2 years exp as QA Analyst in a BPO setupAny domain will doGood communication skills2 years vocational or College GraduateJob Type: Full-timePay: Php20, Php34,000.00 per monthBenefits:Company Christmas giftHealth insuranceLife insuranceOpportunities for promotionPromotion to permanent employeeExperience:Quality Analyst in BPO: 2 years...

  • BPO Quality Manager

    5 days ago

    Cebu City, Central Visayas, Philippines Nezda Technologies, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position: BPO Quality ManagerLocation: IT Park, Cebu CityWork Arrangement: Full RTO | Shifting work scheduleEmployment Type: Direct Hire | Full timeQualifications:Bachelor's degreeWith 7+ years of experience in operations, quality, or process improvement in a BPO setting.Lean Six Sigma Green Belt trained or certified.Excellent communication and stakeholder...

  • Quality Analyst Team Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱396,000 - ₱528,000 per year

    With more than 3 years of experience as a QA.Experience handling group of Quality Analysts.\Experience in scrubbing and doing RCA With Coaching experience. Must have handled blended accountJob Type: Full-timePay: Php30, Php44,000.00 per monthExperience:Overall BPO: 5 years (Required)Quality Analyst Lead: 1 year (Required)handling group of Quality Analysts: 1...

  • Quality Assurance Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines XtendOps Full time ₱900,000 - ₱1,200,000 per year

    Position OverviewThe Quality Assurance (QA) Analyst Specialist plays a key role in ensuring that all client interactions and case intakes handled by the Legal Intake team meet the highest standards of accuracy, professionalism, and compliance. This role is responsible for monitoring calls, reviewing case documentation, and evaluating agent performance to...

  • Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    Nature Of the Account: Retail Start Date: 15-Aug Type of Support: Voice Work Arrangement: 100% Onsite (Cebu) Shift Schedule | Restdays: 24x7 Educational Requirement: Undergraduate/College Grad Work Experience:At least 2+ years exp as QA Analyst in a BPO setup (preferably in retail domain)Any domainGood communication skills Responsibilities:Monitoring...

  • BPO Operations Realtime Analyst

    4 weeks ago

    Cebu City, Central Visayas, Philippines micro1 Full time

    Job Title: BPO Operations Realtime Analyst - Cebu City (100% Onsite)Job Type: Full-TimeLocation: Cebu City (100% Onsite)ResponsibilitiesContinuously monitor call and chat volumes, agent availability, and KPI adherence using IEX, Verint, Genesys, or other real-time monitoring tools.Proactively manage agent schedules, including adjustments for breaks, time-off...

  • Call Center Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱80,000 - ₱120,000 per year

    Position Title: Quality Analyst - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice Work Setup: Fully Onsite in Cebu Shift & Rest Days: 24/7 schedule Educational Qualification: Undergraduate or College Graduate Work Experience: Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other...

  • QA Analyst- BPO- NON VOICE

    1 day ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱240,000 - ₱408,000 per year

    We're Hiring – QA AnalystNon-Voice Account | BPO IndustryLocation: Cebu CityStart Date: ASAPSalary Package: Up to ₱34,000Qualifications:Minimum 2+ years of experience as a QA Analyst in a BPO setup (retail domain preferred, but open to any)Strong communication skillsAt least 2nd year college with TOR on handHow to Apply:Send your resume to: Or message...

  • bpo-rta

    1 day ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱200,000 - ₱300,000 per year

    We're Hiring – Real Time Analyst (RTA)Non-Voice Account | BPO IndustryLocation: Cebu CityStart Date: ASAPSalary Package: Up to ₱20,000Qualifications:At least 1 year of experience as a Real Time Analyst in a BPO setup (retail domain preferred, but open to any)Strong communication skillsProficient in Verint / IEX / Genesys and MS ExcelAt least 2nd year...

  • Quality Assurance

    2 weeks ago

    Cebu City, Central Visayas, Philippines HIRD SERVICES PVT. LTD. Full time ₱240,000 - ₱288,000 per year

    Qualifications:At least 2nd year completed in college or a College GraduateMinimum of 2+ years of experience as a QA Analyst in a BPO setup (retail domain preferred, but open to any domain)Strong understanding of quality monitoring processes and performance metricsExcellent communication and analytical skillsDetail-oriented with the ability to provide...