Quality Assurance Specialist

21 hours ago

Taguig, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000
Quality Assurance Role

The Quality Analyst is a critical member of the Sales Customer Retention Team responsible for monitoring, evaluating, and providing feedback on customer interactions to ensure adherence to company standards and client requirements.

This role plays a key part in driving continuous improvement in customer experience, sales compliance, and agent performance by identifying gaps, conducting root cause analysis, and recommending actionable insights.

The Quality Analyst works closely with operations, training, and leadership to ensure the delivery of excellent customer service and sales retention outcomes.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound customer interactions (calls, chats, or emails) to assess quality, compliance, and effectiveness of sales retention techniques.
  • Ensure adherence to scripts, regulatory guidelines, and client-specific requirements.
  • Identify trends and common issues and collaborate with team leads and trainers for performance improvement initiatives.
  • Provide detailed, constructive feedback to agents and supervisors in a timely and professional manner.
  • Develop and maintain QA scorecards, calibration sessions, and quality standards documentation.
  • Conduct root cause analysis and recommend corrective actions to address performance issues.
  • Track and report quality metrics, identifying opportunities for coaching, upskilling, or process enhancements.
  • Support the development of quality assurance procedures and recommend process improvements for optimal results.
  • Participate in training and onboarding of new QAs or agents to ensure understanding of quality standards.
  • Collaborate with cross-functional teams to ensure alignment on quality expectations and continuous improvement.
Requirements

To be successful in this role, you should have:

  • A minimum of 1–2 years of quality assurance experience in a contact center, preferably within sales or customer retention programs.
  • Strong understanding of customer service and sales processes in the telecommunications or BPO industry.
  • Excellent analytical, listening, and communication skills.
  • Familiarity with quality monitoring tools, call recording systems.
  • High attention to detail and accuracy in evaluating interactions and documenting results.
  • Ability to deliver constructive feedback in a clear and supportive manner.
  • Proficient in MS Office (Excel, PowerPoint, Word) and quality tracking tools.
  • Strong organizational and time management skills; ability to manage multiple tasks in a fast-paced environment.
  • Flexible working in shifts or extended hours when needed.
Benefits

At our organization, we value our employees' growth and well-being. As a Quality Analyst, you will:

  • Have opportunities to develop your skills and knowledge through training and professional development programs.
  • Work in a collaborative and dynamic environment with a team of experienced professionals.
  • Be supported by leaders who care about your health and well-being.

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