Quality Analyst

9 hours ago

Taguig, National Capital Region, Philippines Outsourcey Global, Inc. Full time ₱900,000 - ₱1,200,000 per year

Role: QA Analyst

Location: Onsite – Bonifacio Global City (BGC), Taguig, Philippines

Employment Type: Full-Time | Onsite


Job Description

We are seeking a highly analytical and detail-oriented QA Analyst to join our team. This role focuses on evaluating service quality, fraud controls, and compliance adherence across customer interactions and transactions. The ideal candidate will play a critical role in supporting operational excellence by identifying gaps, promoting consistency, and driving continuous improvement through data-driven insights.


Key Responsibilities
  • Monitor and assess customer interactions through call listening, case reviews, and transaction audits to evaluate adherence to quality standards, fraud protocols, and compliance requirements.
  • Review agent performance using established QA scorecards and guidelines, ensuring accuracy, professionalism, and consistency across interactions.
  • Document QA findings, provide timely and constructive feedback, and work closely with Team Leaders and Training teams to support performance improvement initiatives.
  • Participate in calibration sessions with QA and Operations teams to ensure consistent application of quality standards and expectations.
  • Analyze quality trends and deliver regular reports, insights, and actionable recommendations to enhance service quality and operational performance.
  • Stay informed on company policies, fraud trends, and regulatory changes to maintain the relevance and accuracy of QA assessments.
  • Contribute to the development and implementation of quality frameworks, tools, and improvement projects as needed.

Qualifications and Skills
  • Bachelor's degree or equivalent work experience in a related field.
  • 1–3 years of experience in Quality Assurance or quality monitoring within a contact center environment.
  • Experience in fraud prevention, financial services, or banking operations is highly advantageous.
  • Familiarity with fraud risk protocols, investigation processes, and regulatory requirements related to card operations is preferred.
  • Strong analytical and problem-solving skills with keen attention to detail and accuracy.
  • Excellent written and verbal communication skills for effective performance feedback and reporting.
  • Proficient in quality monitoring tools, CRM platforms, contact center systems, and Microsoft Office Suite (especially Excel and PowerPoint).
  • Experience supporting international clients is a plus, though not required.

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