Quality Analyst

2 days ago

Makati City, National Capital Region, Philippines Lean Solutions PH Full time

We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company standards, client requirements, and industry best practices. This role plays a key part in enhancing the customer experience, coaching agents, and driving operational excellence.

Key Responsibilities:

  • Monitor and evaluate customer interactions across voice, chat, email, or other support channels.
  • Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
  • Provide constructive feedback, coaching, and actionable insights to agents for continuous improvement.
  • Track quality scores and generate reports for team leads, supervisors, and management.
  • Collaborate with Training and Operations teams to identify trends, skill gaps, and training needs.
  • Participate in calibration sessions to ensure scoring consistency across QA team members and leadership.
  • Assist in developing quality standards, scorecards, and evaluation guidelines.
  • Ensure compliance with client requirements, company policies, and regulatory guidelines.
  • Recommend process improvements to enhance efficiency and customer experience.

Qualifications:

  • At least a High School Graduate; College level or Graduate preferred.
  • Minimum 1–2 years of BPO experience, preferably in a QA or coaching role.
  • Strong analytical, listening, and communication skills.
  • Ability to provide clear, constructive feedback in a professional manner.
  • Proficiency in using QA tools, CRM systems, and MS Office applications.
  • Excellent attention to detail, time management, and organizational skills.
  • Strong problem-solving abilities and a customer-first mindset.

Performance Metrics:

  • Accuracy of quality monitoring and reporting.
  • Timeliness of evaluations and feedback sessions.
  • Contribution to improving agent performance and customer satisfaction scores.
  • Consistency in calibration and alignment with quality standards.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Application Question(s):

  • Do you have at least 1 year of experience working in a BPO or contact center environment?
  • Have you ever worked in a Quality Analyst or similar quality monitoring/coaching role?
  • Are you willing to work onsite in Makati on a graveyard shift schedule?
  • Are you open to a full-time role with shifting schedules, depending on client requirements?
  • Are you willing to start immediately?
  • What is your salary expectation for this position?

Work Location: In person

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