Quality Analyst

6 days ago

Pasay, National Capital Region, Philippines GILGAMESH CORPORATION Full time ₱900,000 - ₱1,200,000 per year
  • 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.

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