Sr Quality Analyst

We're Hiring: Sr Quality Analyst - Thai or Vietnamese Speaking

Work Where People Matter

• At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

• Monitor all customers engagements and ensures accuracy of the outputs

• Coordinate and facilitates call calibration/training sessions for vendor Quality Analysts partners

• Train and certify new Internal Quality Analysts (IQAs) and Vendor Quality Analysts (VQAs)

• Publish quality trends, feedback and improvement/enhancement reports

• Deal tactfully and courteously with clients

• Produce Quality reports and dashboards such as TNI, Pareto, etc.

• Drive process improvement and ensure process compliance

• Contributes to the development of the short and long term goals of the process

• Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times

• Drive first call resolution and quality initiatives in the program

What We're Looking For

• 3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)

• 1 or more years in a quality assurance role (BPO-related experience is highly preferred but not required)

• Live customer support experience (phone, chat, email, in-person, etc.) handling US based users.

• Live customer support experience for users in a Thai or Vietnamese speaking country is a plus.

• This role is also open for fresh graduates who are eager to embark on an exciting and rewarding career in the outsourcing industry

Technical Skills:

• Strong analytical, problem solving and general troubleshooting skills

• Excellent general computer skills Soft skills

• Excellent written communication and interpersonal skills }

• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

• Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. · Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key

• Tech-savvy

Language:

• Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Thai or Vietnamese language proficiency

• Familiarity with cultural norms (specifically for Support) of a Thai speaking country (For Thai Speakers) or Vietnamese speaking country (for Vietnamese speakers).

• Experience living in Vietnam/Vietnamese speaking country (For Thai Speakers) or Vietnam/Vietnamese speaking country (for Vietnamese Speakers) preferred.

Work Setup

• Location: Work in Office – Taguig City

• Shift: Shifting but mostly graveyard

About Tech Mahindra Philippines

• We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.