Quality Excellence Specialist

Job Description:

The role of a Quality Assurance Analyst is crucial in evaluating the delivery of high-quality customer support interactions. The analyst is responsible for monitoring, evaluating, and providing actionable feedback on quality to improve service delivery, agent performance, and customer satisfaction.

This involves working closely with the QA Supervisor, Support Team Leads, and agents to ensure consistent application of quality standards and to support continuous improvement initiatives within CS Operations.

• Monitor and evaluate customer support interactions (calls, chats, cases) to assess quality and adherence to internal processes, compliance standards, and customer experience best practices

• Record evaluations utilizing departmental quality monitoring forms

• Provide detailed, constructive feedback and coaching points to support teams to improve performance and ensure alignment with QA standards

• Identify areas for continuous improvement in staff performance, the quality monitoring process itself, processes and metrics on an ongoing basis in a constructive and positive environment

• Contribute to the development, calibration, and continuous improvement of QA evaluation guidelines

• Collaborate with Supervisors and other stakeholders to drive performance improvements through quality insights

• Participate in calibration sessions with internal and cross-functional stakeholders to maintain scoring consistency and objectivity

• Support QA reporting through timely and accurate documentation of quality evaluations, trends, and analysis

• Assist in special projects and quality-related initiatives

• And other duties as assigned by management

Required Skills and Qualifications:

The ideal candidate should possess strong analytical skills, problem-solving abilities, and excellent communication skills. Additionally, proficiency in tools such as Excel, Google Sheets, and QA platforms is essential.

• Minimum of 2 years' experience in a Quality Assurance position – Contact Center, Customer Support or BPO industry experience is highly desired

• Strong knowledge of QA frameworks, contact center metrics, and customer experience principles

• Must be an independent self-starter possessing excellent time management skills

• Proficient in tools such as Excel, Google Sheets, and QA platforms; experience in Five9, Salesforce, or similar CRM/telephony systems is a plus

• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations

• Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment

• A positive can-do attitude and willingness to jump in and help wherever needed

• Available to work on a rotating schedule based on business needs

Benefits:

The company offers a range of benefits to its employees, including annual merit increase based on performance, paid leave with cash conversion, HMO with free dependents, retirement plan, life insurance, internet and meal allowance provided while working from home, employee assistance program for mental and social well-being, and government-mandated benefits.

• Annual merit increase based on performance

• 15% night shift differential pay

• Paid Leave with Cash Conversion

• HMO with free dependents

• Retirement Plan

• Life Insurance

• Internet and meal allowance provided while working from home

• Employee Assistance Program for mental and social well-being

• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)