Quality Analyst

24 hours ago

Pasig, National Capital Region, Philippines Viventis Search Asia Full time ₱600,000 - ₱660,000 per year
Job Title: Quality Analyst
Job Summary:

The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards and service quality. This role plays a key part in improving customer satisfaction by providing feedback, identifying training needs, and supporting the continuous improvement of call center operations.


Key Responsibilities:
  • Monitor and assess inbound and outbound calls, emails, or chats to evaluate the quality of service provided by agents.
  • Ensure compliance with internal policies, scripts, and industry regulations.
  • Provide timely and constructive feedback to agents and team leaders.
  • Document and report quality trends, performance gaps, and improvement opportunities.
  • Collaborate with the training and operations teams to address performance issues.
  • Contribute to the development and refinement of QA scorecards, procedures, and guidelines.
  • Support efforts to enhance customer experience and operational effectiveness.

Qualifications:
  • Bachelor's Degree
  • At least 5 years experience in a call center environment, preferably in a QA or supervisory role.

Work Arrangement & Compensation:
  • Work Schedule: Dayshift, 8:00 AM to 5:00 PM (Monday to Friday)
  • Work Setup: Full Onsite
  • Location: Ortigas, Pasig City
  • Salary: Up to PHP 55,000 basic monthly

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