Quality Analyst

2 days ago

Ortigas Metro Manila, Philippines ESOL IT SERVICES INC. Full time ₱315,000 - ₱351,000 per year

JOB TITLE: Quality Analyst

Location: Gilmore, Ortigas and Taguig (Site-based as needed)

Position Type: Full Time

Work Set up: On site

Schedule:Shifting Schedule

Rotation: Assigned across accounts as needed, 1–3 months per site rotation

Start Date:ASAP

Salary Package:25,000-31,000

Job Overview

We are seeking a detail-oriented and analytical Quality Analyst to join our team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions across various accounts. This role requires strong problem-solving and root cause analysis skills, with the flexibility to adapt to different account requirements during site rotations.

Key Responsibilities
  • Conduct call, chat, and email monitoring to ensure compliance with quality standards.
  • Perform root cause analysis on identified issues and provide actionable recommendations.
  • Collaborate with Team Leaders and Operations to implement quality improvements.
  • Provide coaching and feedback to agents to enhance performance.
  • Prepare and present quality reports, trends, and insights to management.
  • Support blended accounts (voice, non-voice, chat, and email).
  • Adapt quickly to different accounts during site rotations (1–3 months per site).
Qualifications
  • College degree preferred; at least 2nd year undergraduate accepted.
  • Minimum of 1 year of Quality Analyst experience in a BPO environment.
  • Strong skills in root cause analysis and problem-solving.
  • Exposure to blended accounts (voice and non-voice support).
  • Flexible and amenable to work onsite in Gilmore, Ortigas or Taguig on a shifting schedule.

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