Quality Analyst

13 hours ago


Tacloban P, Philippines Virtual Staffing Solutions Full time ₱150,000 - ₱250,000 per year
Description

We are looking for a QA Analyst to monitor and evaluate call center interactions, ensure service quality and compliance, identify training needs, and support continuous improvement initiatives.

Key Responsibilities
  • Review calls and interactions to assess agent performance.
  • Use QA scorecards to evaluate calls, emails, and chats.
  • Provide feedback and coaching to improve performance.
  • Analyze data to identify trends and recommend solutions.
  • Work with trainers to develop coaching and training programs.
  • Ensure compliance with company policies and regulations.
  • Prepare reports on quality, performance, and trends.
  • Join calibration sessions to maintain scoring consistency.
Skills, Knowledge and Expertise
  • Strong analytical and problem-solving abilities
  • Excellent verbal and written communication
  • Proficiency in QA tools and customer service software
  • Attention to detail and organizational skills
  • Ability to multitask and manage time effectively
  • at least 6 months BPO experience
  • Open to Internal Applicants
About Virtual Staffing Solutions

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.


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