Quality Analyst

2 weeks ago

Angeles City, Central Luzon, Philippines The Boss System Full time ₱250,000 - ₱500,000 per year

Key Responsibilities:

  • Monitor and evaluate agent interactions to ensure quality, accuracy, and compliance with company and client standards.
  • Identify performance gaps and provide actionable feedback and recommendations.
  • Collaborate with Operations and Training teams to address recurring issues and improve overall performance.
  • Prepare and maintain QA reports, scorecards, and trend analyses.
  • Develop and update quality manuals, procedures, and process documentation.
  • Participate in calibration sessions to align evaluation standards.
  • Support continuous improvement initiatives and promote a culture of quality within the team.

Qualifications:

  • At least 2-3 years of experience in a BPO or operations environment; 2 years in a QA or process improvement role preferred.
  • Strong analytical, documentation, and feedback skills.
  • Experience creating manuals, process guides, or standard operating procedures.
  • Proficient in Google Workspace, MS Office, and QA monitoring tools.
  • Excellent attention to detail and organizational skills.
  • Willing to work onsite and on night shift.

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