Quality Analyst

4 days ago

Pasay, National Capital Region, Philippines World Platinum Technologies Incorporated Full time ₱400,000 - ₱480,000 per year

Job Descriptions:

  • Evaluate live chat, email, and voice interactions based on set QA scorecards and standards.
  • Provide timely and constructive feedback to agents through coaching sessions and reports.
  • Identify behavior patterns and training needs to improve agent performance.
  • Collaborate with Training and Operations Teams to address skill or knowledge gaps.
  • Monitor adherence to responsible gaming policies, AML/KYC protocols, and customer data handling.
  • Prepare weekly/monthly QA reports and trend analysis.
  • Help develop and refine QA rubrics, SOPs, and quality improvement initiatives.
  • Key Performance Indicators (KPIs):
  • QA evaluation targets met (volume and timeliness)
  • Accuracy and consistency in scoring
  • Calibration score alignment (within accepted variance)
  • Turnaround time for feedback delivery
  • Identification of trends leading to performance improvement

Job Qualifications:

  • Minimum 2 years of QA experience in customer support; experience in iGaming or online casino is a strong advantage.
  • Excellent communication skills in English; multilingual is a plus.
  • Strong understanding of CX principles and regulatory compliance in online gambling (e.g., RG, AML).
  • Familiarity with CRM tools such as Smartly, CXDynamic, or other gaming CRMs.
  • Exceptional attention to detail and analytical mindset; High integrity and sense of accountability.
  • Ability to handle confidential information and sensitive customer data.

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Ability to commute/relocate:

  • Pasay: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Risk and Fraud: 2 years (Preferred)

Work Location: In person

  • Quality Assurance Analyst

    2 days ago

    Pasay, National Capital Region, Philippines Outsourcellent Inc Full time ₱144,000 - ₱600,000 per year

    Pure ONSITE JOBNo work from home set-up or HybridShould have an experience as Quality Analyst from previous Job in a BPO Setupat least 2 yrs or more as Quality Analyst RoleGood Listening, Written and Verbal Communication SkillsKeen on detailsCan start AsapJob Types: Full-time, PermanentPay: Php40,000.00 per monthBenefits:Company eventsHealth insurancePaid...

  • Quality Analyst Team Lead

    2 days ago

    Pasay, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱374,400 - ₱528,000 per year

    With more than 3 years of experience as a QA.With 2 years experience as a QA LeadExperience handling group of Quality Analysts.\Experience in scrubbing and doing RCA With Coaching experience. Must have handled blended accountJob Type: Full-timePay: Php30, Php44,000.00 per monthExperience:Overall BPO: 5 years (Required)Quality Analyst: 3 years...

  • Quality Analyst

    1 week ago

    Pasay, National Capital Region, Philippines access healthcare Full time ₱900,000 - ₱1,200,000 per year

    About the role We are seeking a skilled Quality Analyst to join our dynamic team at access healthcare in Pasay City, Metro Manila. In this full-time position, you will play a crucial role in ensuring the highest standards of quality and compliance within our healthcare operations.What you'll be doingDeveloping and implementing quality assurance processes...

  • Quality Analyst

    2 days ago

    Pasay, National Capital Region, Philippines access healthcare Full time ₱450,000 - ₱900,000 per year

    About the role As a Quality Analyst in our healthcare Business Process Outsourcing (BPO) division, you will play a vital role in ensuring the consistently high quality of our customer service operations. Reporting to the Quality Assurance Manager, you will be based in our modern office in Pasay City, Metro Manila. This full-time position offers excellent...

  • Quality Analyst for Healthcare BPO

    4 days ago

    Pasay, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time ₱800,000 - ₱1,200,000 per year

    We are currently looking for Quality Analyst to be part of our growing AR Team As a Quality analyst you'll play a vital role in ensuring the delivery of high quality customer service and the accurate processing of account receivables for our healthcare clients.What you'll be doingMonitoring and evaluating the quality of customer service interactions to...

  • PH Registered Nurse – Quality Analyst

    1 week ago

    Pasay, National Capital Region, Philippines access healthcare Full time ₱900,000 - ₱1,200,000 per year

    We are currently looking for Registered Nurse Quality Analyst to be part of our ClinicalteamThe Quality Analyst will be responsible for monitoring and evaluating the quality ofcustomer service interactions, identifying areas for improvement, and ensuringcompliance with policies and procedures. The successful candidate must be a RegisteredNurse with...

  • Quality Analyst MIDSHIFT

    2 days ago

    Pasay, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱144,000 - ₱360,000 per year

    With more than 3 years of experience in BPOWith 2 years experience as a QAExperience in scrubbing and doing RCA With Coaching experience. Must have handled blended accountJob Type: Full-timePay: Up to Php33,000.00 per monthExperience:Overall BPO: 3 years (Required)Quality Analyst: 1 year (Required)scrubbing and doing RCA: 1 year (Required)billing, tech...

  • Software Quality Analyst

    2 weeks ago

    Pasay, National Capital Region, Philippines MicroSourcing Full time ₱1,200,000 - ₱2,400,000 per year

    Discover your 100% YOU with MicroSourcingPosition: Software Quality Analyst (1 year contract)Location: Two Ecom, MOA PasayWork setup & shift: Hybrid, DayshiftWhy join MicroSourcing?You'll HaveCompetitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life...

  • Quality Assurance Specialist

    1 week ago

    Pasay, National Capital Region, Philippines Access Healthcare Full time ₱900,000 - ₱1,200,000 per year

    Access Healthcare is looking for dedicated and detail-oriented Quality Analyststo join our Healthcare team.Key Responsibilities:Conduct regular audits of inbound and outbound calls for healthcare accounts to evaluate compliance, quality, and customer satisfaction.Identify areas of improvement and provide actionable feedback to agents and supervisors to...

  • BPO Quality Analyst for a PIONEER ACCOUNT

    4 days ago

    Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time $40,000 - $60,000 per year

    Responsibilities:Evaluate a required number of interactions (phone, chat, and/or e-mail) per week for all agentsAccurately evaluate teammate behaviors using the company's C.O.R.E. practice to successfully identify impacting strengths and opportunitiesConsistently and accurately communicate client opportunities to stakeholdersActively participate in...