Quality Analyst

2 days ago

Ortigas, Philippines Addforce Human Resources Solution Inc. Full time ₱300,000 - ₱372,000 per year

Job Title: Quality Analyst

Work Setup: Onsite

Location: Ortigas, Pasig

Schedule: Shifting Schedule

Salary Range: ₱25,000 – ₱31,000 (All-In, depending on experience)

Target Start Date: ASAP

Job Description

We are seeking a dedicated and detail-oriented Quality Analyst to join our team. The ideal candidate has experience in a BPO setup, particularly in blended accounts (Voice and Non-Voice), and possesses strong analytical and communication skills.

Duties and Responsibilities

  • Monitor and evaluate customer interactions (calls, emails, chats) to ensure quality standards are met.
  • Provide feedback and coaching to agents to improve performance and service quality.
  • Identify trends, process gaps, and areas for improvement.
  • Collaborate with operations and training teams to enhance quality frameworks.
  • Prepare quality reports and present findings to management.

Qualifications

  • Minimum of 1 year QA experience in a BPO setup.
  • Experience handling blended accounts (Voice and Non-Voice).
  • Previous experience as a Quality Analyst for a Local Retail Account is an advantage.
  • Must be proficient in English (both written and verbal).
  • College graduate of any course.
  • Must be amenable to work onsite in Ortigas on a shifting schedule.
  • Preferably residing in Manila or nearby provinces.
  • No relocation package provided.

Application Instructions

Kindly include the following details in your CV for paper screening:

  • Detailed job description, duties, and responsibilities from previous roles.
  • Certifications and trainings attended.
  • Tools and software used in QA or related roles.

Recruitment Process

  • Virtual / Online Application
  • Phone Screening Interview
  • Online Assessment
  • Initial Interview
  • Presentation
  • Final Interview
  • Job Offer

Job Type: Full-time

Pay: Php25, Php31,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training

Education:

  • Bachelor's (Preferred)

Experience:

  • QUALITY ANALYST in BPO: 1 year (Preferred)

Willingness to travel:

  • 100% (Preferred)

Work Location: On the road

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