Quality Analyst Lead

13 hours ago

Cebu City, Central Visayas, Philippines Speed Commerce Full time ₱450,000 - ₱500,000 per year

We are looking for a Quality Analyst to work in our Cebu office who will go beyond call monitoring — someone who can design and implement scalable QA frameworks, create performance dashboards, and work closely with operations and training to elevate agent performance and customer satisfaction.

Quality Monitoring & Assessment

  • Monitor voice, email, and chat interactions to evaluate agent adherence to quality standards, compliance, and customer experience best practices.
  • Conduct root cause analysis and trend reviews on quality gaps, escalations, and customer dissatisfaction.
  • Collaborate with QA teams and team leads to ensure calibration and alignment of scoring standards.

Framework & Reporting

  • Assist in developing and maintaining a scalable QA framework tailored to multiple clients and interaction types.
  • Design and automate quality dashboards that integrate QA scores, CSAT/NPS, coaching results, and key performance metrics.
  • Ensure reporting tools provide actionable insights to operations and leadership.

Continuous Improvement & Coaching Support

  • Identify performance gaps and recommend corrective actions to supervisors and trainers.
  • Support the creation and delivery of feedback loops between QA, Operations, and Training teams.
  • Participate in calibration sessions with clients and internal teams to maintain scoring accuracy and consistency.

What We're Looking For:

  • 4+ years of QA experience in a call center or BPO setting.
  • Strong analytical skills and proficiency with reporting tools (Excel, Google Sheets, or BI tools like Power BI, Tableau, etc.).
  • Experience creating QA scorecards, evaluation forms, and quality SOPs.
  • Understanding of CSAT, NPS, AHT, FCR, and other contact center KPIs.
  • Familiarity with QA platforms (e.g., Observe.AI, Playvox, MaestroQA, Five9 QA, or similar).
  • Ability to work cross-functionally with operations, WFM, training, and client services.
  • Excellent written and verbal communication skills, with high attention to detail.
  • Self-starter mindset with a passion for process improvement and data-driven decision making.

Job Type: Full-time

Pay: Php45, Php50,000.00 per month

Benefits:

  • Health insurance
  • Promotion to permanent employee

Work Location: In person

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