Quality Analyst

Unify CX is looking for an extraordinary Quality Analyst to join our motivated and ambitious team.

Role: Quality Analyst

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

Benefits: Day 1 HMO | Day 1 Life Insurance

What Will You Do?

As the Quality Analyst, you will monitor, score, and deliver coaching points for inbound, customer care, billing, sales, and technical support interactions. They will serve as a subject matter expert for the technical support process, provide actionable feedback, reporting, and process improvement recommendations.

Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.

The position will be based in our Philippine call center in Quezon City.

In this role, you will:

• Conduct monitoring and scoring of assigned agents and trainees while meeting all department productivity requirements
• standards
• Observation of agent customer care interactions and tasks, and enter data into the QA scoring tool to assure that
• Proper procedures and protocols are followed; provide written and verbal feedback to agents, Operations
• teams, and Training
• Review of all Service Alerts and Methods & Procedures (M&Ps)
• Take inbound customer service calls each month to maintain product knowledge
• Participate and/or host calibration sessions, internal and client-based
• Support Call Center Operations during critical times. Works on special projects as assigned.
• Projects may include calibration sessions with technical support agents and trainees, etc.
• Report results and analysis to appropriate management
• Attend team meetings and perform administrative functions/reporting
• Performs other duties as required

Who Are You:

To be considered, candidates are expected to have the following:

Required Qualifications:

• Above-average organizational and time management skills
• Preferably more than one year of previous QA experience
• Ability to analyze and identify trends
• Ability to assess individual and team performance
• Recognized as a positive role model/demonstrates a high degree of professionalism
• PC literate, including Microsoft Office products
• Excellent interpersonal skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed performance goals
• Ability to learn quickly and apply new skills

Preferred Qualifications:

• QA Experience: 2 years in quality assurance or testing, preferably in BPO.
• Process Improvement: Experience in identifying quality issues and recommending process improvements.
• Strong ability to identify inconsistencies, defects, and areas for improvement.
• Ability to analyze data, recognize patterns, and derive actionable insights.
• Strong skills in documenting findings and preparing reports for stakeholders.
• A degree in Computer Science, Engineering, Business, or a related field (preferred but not always required).
• Ability to clearly communicate findings, issues, and recommendations to various stakeholders.
• Aptitude for identifying problems and suggesting effective solutions.
• To work in cross-functional teams and assist in achieving quality goals.

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.