Training & Quality Assurance Analyst

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Smoothlink Technologies Inc Full time ₱400,000 - ₱800,000 per year

We're looking for a results-driven Training and Quality Assurance Analyst to support our After-Sales Campaign, ensuring top-notch customer service and compliance across phone, chat, and email channels for the US and UK markets. You'll audit interactions, analyze data, update materials, and drive continuous service improvement and productivity in a fast-paced environment. This role is onsite in Mandaluyong with a shifting schedule.

Key Responsibilities

Quality Assurance

  • Audit voice and non-voice interactions for quality, compliance, and professionalism.
  • Extract and analyze QA data to identify trends and performance gaps.
  • Create, maintain, and cascade QA reminders, updates, and compliance guidelines.
  • Prepare QA reports, dashboards, and supporting documentation.
  • Monitor market compliance regulations.
  • Provide clear, constructive feedback to agents and recommend coaching actions.
  • Collaborate with team leaders and operations to align on performance standards.
  • Update QA scorecards, checklists, and materials as needed.
  • Participate in calibration sessions to maintain consistency in scoring.

Training Support

  • Support training needs as needed (new hire onboarding, refreshers, and process updates).
  • Reinforce QA and compliance standards in training sessions.

Qualifications

  • Minimum 3 years of QA experience in a contact center or BPO.
  • Experience auditing phone, chat, and email interactions.
  • Strong data analysis and reporting skills (Excel or BI tools).
  • Familiar with QA/CRM platforms (e.g., Zendesk).
  • Knowledge of US and UK compliance regulations.

What We Offer

  • Competitive salary
  • Onsite work environment with strong team support
  • Career growth opportunities
  • Government-mandated benefits
  • Stable, long-term role with impact

Apply Now

Send your resume and cover letter to with the subject line: Application – TQA Analyst (After-Sales)

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