Quality Analyst

2 days ago

Makati City, National Capital Region, Philippines Surf Marketing Agency Full time ₱80,000 - ₱120,000 per year

Qualifications: Quality Analyst – Customer Support (Chat)

  • Must be amenable to work onsite.

  • Must be currently residing in Makati or within a 15-minute commute to the Makati area.

  • Must be at least a high school graduate.

  • Must have at least 1 year of experience as a Quality Analyst, specifically in customer support via chat.

  • Must have at least 1 year of experience in the BPO industry.

  • Strong understanding of QA methodologies, including calibration sessions and quality monitoring processes.

  • Ability to effectively analyze chat transcripts for accuracy, tone, compliance, and grammar.

  • Skilled in creating QA reports, identifying trends, and delivering constructive feedback to agents.

  • Proficient in interpreting and contributing to improvements in customer service KPIs.

  • Strong command of spoken and written English; excellent grammar and documentation skills.

  • Highly detail-oriented with strong analytical and problem-solving abilities.

  • Flexible to work in rotating shifts, including graveyard, holidays, and weekends as needed.

  • Experience in conducting coaching or feedback sessions is an advantage.

  • A proactive mindset with the ability to take initiative, work independently, and meet deadlines.

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