Quality Assurance Specialist

2 weeks ago

Taguig, National Capital Region, Philippines Nezda Global Full time

We're Hiring: Quality Assurance Analyst (BPO / Call Center)

We are looking for a results-driven
Quality Assurance Analyst
to monitor, evaluate, and improve the quality of customer interactions in our contact center operations. The ideal candidate has a strong understanding of call center metrics, quality frameworks, and coaching methodologies, and is passionate about driving agent performance and customer satisfaction.

Key Responsibilities

  • Monitor and evaluate inbound/outbound calls, chats, and emails based on established QA standards
  • Provide detailed, actionable feedback to agents to improve performance and compliance
  • Conduct call calibrations with Operations and Training teams
  • Identify performance gaps and quality trends; prepare reports and insights for stakeholders
  • Ensure compliance with client requirements, internal policies, and regulatory standards
  • Support coaching sessions and quality improvement initiatives
  • Recommend process improvements to enhance customer experience and efficiency
  • Participate in UAT or process changes impacting customer interactions

Qualifications

  • At least
    1–3 years of experience
    as a QA Analyst in a
    BPO / Call Center environment
  • Strong knowledge of QA scorecards, call monitoring tools, and quality metrics
  • Familiarity with KPIs such as
    CSAT, QA scores, AHT, FCR, and compliance
  • Excellent listening, analytical, and documentation skills
  • Strong communication and coaching skills
  • Ability to work in a fast-paced, metrics-driven environment
  • Amenable to shifting schedules, holidays, and onsite/hybrid work (if applicable)

Nice to Have

  • Experience supporting voice, chat, and email channels
  • Background in financial, healthcare, or technical support accounts
  • Six Sigma, COPC, or QA-related certifications
  • Experience working with offshore/onshore stakeholders

Why Join Us?

  • Competitive salary and performance incentives
  • Career growth opportunities within Operations and Quality
  • Collaborative and supportive team culture
  • Exposure to global clients and best-in-class BPO practices


Apply now and be part of a team committed to delivering exceptional customer experience.

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