Training & Quality Assurance Analyst

6 days ago

Mandaluyong City, National Capital Region, Philippines Smoothlink Technologies Inc Full time $104,000 - $130,878 per year

We're looking for a results-driven Training and Quality Assurance Analyst to support our After-Sales Campaign, ensuring top-notch customer service and compliance across phone, chat, and email channels for the US and UK markets. This role is onsite in Mandaluyong with a shifting schedule. You'll audit interactions, analyze data, update materials, and drive continuous service improvement and productivity in a fast-paced environment.

Key Responsibilities

Quality Assurance

  • Audit voice and non-voice interactions for quality, compliance, and professionalism.
  • Extract and analyze QA data to identify trends and performance gaps.
  • Create, maintain, and cascade QA reminders, updates, and compliance guidelines.
  • Prepare QA reports, dashboards, and supporting documentation.
  • Monitor market compliance regulations.
  • Provide clear, constructive feedback to agents and recommend coaching actions.
  • Collaborate with team leaders and operations to align on performance standards.
  • Update QA scorecards, checklists, and materials as needed.
  • Participate in calibration sessions to maintain consistency in scoring.

Training Support

  • Support training needs as needed (new hire onboarding, refreshers, and process updates).
  • Reinforce QA and compliance standards in training sessions.

Qualifications

  • Minimum 3 years of QA experience in a contact center or BPO.
  • Experience auditing phone, chat, and email interactions.
  • Strong data analysis and reporting skills (Excel or BI tools).
  • Familiar with QA/CRM platforms (e.g., Zendesk).
  • Knowledge of US and UK compliance regulations.

What We Offer

  • Competitive salary
  • Onsite work environment with strong team support
  • Career growth opportunities
  • Government-mandated benefits
  • Stable, long-term role with impact

Apply Now

Send your resume and cover letter to with the subject line: Application – TQA Analyst (After-Sales)

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