Onsite - Duke Energy - Quality Assurance Analyst

2 days ago

Manila, National Capital Region, Philippines IntouchCX Full time ₱250,000 - ₱500,000 per year

Title: Quality Assurance Analyst

Location: Manila, Philippines

Term of Contract: Permanent

Closing Date: November 21st, 2025

Hiring Program: Duke Energy

Considering Candidates from the following Programs: Duke Energy

About The Job
We're changing the way people think about customer service, and we need your help

We're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

  • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
  • Complete Quality Assurance and coaching session reports on a weekly basis
  • Provide floor support, which can include actively taking phone calls
  • Attend and participate in meetings with supervisors and managers to review monitoring lists
  • Attend and participate in partner and internal calibration meetings
  • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
  • Report scripting problems or questions from callers to appropriate departments
  • Distribute partner and company related correspondence to all CSRs/Tier 2 team members
  • Perform other duties as assigned

As Quality Assurance Analyst, You Have…

  • High school diploma or equivalent (required)
  • 1 year of front-line contact center experience (preferred)
  • 1-2 years of Quality Assurance experience (preferred)
  • Intermediate knowledge of MS Excel, MS Word and MS Office (required)
  • Ability to type 30 wpm minimum with accuracy
  • Strong verbal and written communication skills, including spelling and grammar
  • Excellent organizational and time management skills
  • Ability to make fair and consistent judgments and decisions
  • Ability to multi-task under high-pressure situations
  • Ability to solve problems and offer suggestions in a positive and developmental manner
  • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
  • Ability to perform basic mathematical functions to ensure scoring accuracy
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required

In order to be considered for this position, ensure your Careers profile is completed

The position is open to employees who meet the following criteria:

  • Currently work within the programs being considered
  • No active disciplinary action during application
  • No attendance/behavioral issue
  • Minimum performance rating of candidate meets expectations in the past 6 months
  • Able to provide a Letter of Intent and Letter of recommendation with supervisor/operations head sign-off to the recruitment team (collected outside of Dayforce)

Failure to comply with these steps may result in rejection of application without notice

Additional Resources (Please note you must be connected to the IntouchCX VPN in order to access the links listed below) -

  • For Eligibility criteria please see PH Internal Eligibility process
  • For visibility on what to expect on the internal recruitment process please see Candidate Guide
  • For instructions on how to complete a Dayforce online resume/profile and search jobs please see Candidate Infographic
  • For additional information on Career paths with IntouchCX please see Career Path Overview and Operations Role Guides

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