Call Quality Analyst

4 days ago


Work from Home, Philippines ExpertiseLocal Full time $40,000 - $60,000 per year

Immediate Superior / Reports to: Call QA Team Lead / QA Manager

Location: Philippines - Remote / Work from Home (Night Shift)

About the Role

Our ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

Objectives
  • Interpret, build upon, and comply with the company's quality assurance standards.
  • Document quality assurance activities with internal reporting and audits.
Duties and Responsibilities:
  • Review agents' conversations across all contact touchpoints, such as but not limited to the consumers, the providers, and the internal team members, ensuring compliance with quality standards, guidelines, and procedures.
  • Maintain audit, coaching, and performance logs.
  • Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors.
  • Play a part in developing and supporting documentation for training and operations.
  • Contribute to call calibration sessions.
  • Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies.
  • Provide training to team members and conduct coaching sessions whenever deemed necessary.
  • Identify issues, analyze performance, and communicate trends to the QA Manager.
  • Serve as an intermediary for escalations between agents and consumers.
  • Perform other responsibilities as assigned by the QA Manager.
Required Skills and Qualifications
  • Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience.
  • A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection.
  • With data research skills.
  • Knowledge of data analysis.
  • Excellent analytical and problem-solving abilities and meticulousness.
  • Highly developed attention to detail.
  • Outstanding communication skills in both writing and speaking.
  • Capability to submit high-quality deliverables accurately and within the agreed timeline.
  • Proven track record of consistently meeting and exceeding set goals.
  • Ability to work both as part of a team and independently with minimal supervision.
Preferred Skills and Qualifications
  • Ability to understand and speak the Spanish language is a plus.
  • Experience in a training and coaching environment is an advantage.
  • Strong computer skills and knowledge of Google Workspace, Microsoft, and Salesforce.

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We're a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

ysd23w1fTD



  • Work from Home, Philippines ExpertiseLocal Full time ₱30,000 - ₱60,000 per year

    Immediate Superior / Reports to: Call QA Team Lead / QA ManagerLocation: Philippines - Remote / Work from Home (Night Shift)About the RoleOur ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards...

  • QA Analyst

    4 days ago


    Work from Home, Philippines Green Wave Ingredients Full time ₱396,000 per year

    We are seeking a detail-oriented and analytical Quality Assurance (QA) Analyst to support our sales team. This role is key to ensuring that customer interactions meet our quality standards and support business growth. The QA Analyst will monitor and evaluate sales-related communications (calls, chats, emails), analyze performance data, and provide...


  • Work from Home, Philippines Dona Alejandra Inc. Full time ₱104,000 - ₱130,878 per year

    We're looking for a motivated and detail-oriented Software QA Analyst to join our team on a piece rate basis. In this role, you'll be an essential part of our development lifecycle, responsible for ensuring the quality of our software products by meticulously testing and identifying defects.Responsibilities:Execute test cases and scripts on new and existing...


  • Work from Home, Philippines Nooro Full time ₱672,000 per year

    We are seeking a dedicated and detail-oriented QA Analyst to join our team. The ideal candidate will possess intermediate to advanced communication skills and have a strong analytical mindset. This role is crucial for ensuring quality standards are met across voice and non-voice channels while driving improvements through coaching and calibration...


  • Work from Home, Philippines CAI (Computer Aid, Inc.) Full time ₱25,000 - ₱75,000 per year

    Req number: R6081Employment type: Full timeWorksite flexibility: Remote Who we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held...


  • Work from Home, Philippines Power Commercial Insurance Brokers Full time ₱480,000 - ₱720,000 per year

    WE'RE HIRING: QC & PRODUCTIVITY ANALYSTRemoteNight Shift (U.S. Business Hours)Insurance Brokerage OperationsAbout the RoleWe're looking for a Quality Control & Productivity Analyst to join our operations team. You'll be responsible for:Checking daily work of Sales, CS, and Underwriting teams (COIs, endorsements, renewals, policies)Tracking productivity...


  • Work from Home, Philippines CAI (Computer Aid, Inc.) Full time $60,000 - $80,000 per year

    Req number: R6119Employment type: Full timeWorksite flexibility: Remote Who we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held...


  • Work from Home, Philippines FilAm Software Technology, Inc. Full time

    The Software Quality Analyst II is responsible for testing activities that will validate functional and business requirements have been met during the development process. Included in these activities are creating test plans, test cases and test scripts while tracking defects and fixes in product development. This role requires the willingness to maintain a...


  • Work from Home, Philippines AI Project Full time ₱300,000 - ₱450,000 per year

    Main Responsibilities of Quality AssuranceDevelop and Implement Quality StandardsCreate and maintain quality policies, procedures, and guidelines.Define the quality metrics or benchmarks to be followed.Conduct Quality Audits and InspectionsRegularly inspect processes, products, or services to ensure compliance with standards.Identify defects, errors, or...


  • Work from Home, Philippines Outsourced Quality Assured Services Inc Full time ₱540,000 per year

    About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work...