Quality Assurance Analyst

3 days ago

Makati City, National Capital Region, Philippines Peak Outsourcing, Inc. Full time $104,000 - $130,878 per year

The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. This role aims to ensure that quality assurance is applied in an independent, objective, and neutral manner. The goal is to improve the customer experience and overall quality of the operators' interactions with the visitors. The QA Analyst also plays a key role in minimizing company exposure by reducing business risk through continuous improvement of business processes and adherence to corporate policies and procedures.

Role and Responsibilities:

  • Monitor and evaluate voice/non-voice transactions.
  • Perform live or remote monitoring.
  • Provide quality performance feedback to the operators and their immediate superiors.
  • Roll out quality-related updates to operations.
  • Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
  • Participate in calibration sessions to review performance and consistency of scoring.
  • Create and implement quality guidelines for standardization.
  • Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members.
  • Conduct quality root cause analysis.
  • Coordinate with other departments for process implementations/improvements.
  • Provide tracking and reporting of Quality Assurance metrics.
  • Prepare and create reports for performance analysis.

Preferred Skills:

  • Excellent oral, written, and interpersonal communication skills.
  • Experience persuading the audience and front-line employees to support new initiatives.
  • Exceptional listening skills.
  • Problem-solving skills.
  • Excellent ability to identify and analyze data for trends.

Qualifications:

  • At least 1 year of experience as Quality Assurance in BPO industry in a voice account is preferred
  • Candidate with 2 years of CSR(Voice) experience are also welcome to apply
  • Willing to work onsite in Paseo, Makati

  • Quality Assurance Analyst

    2 days ago

    Makati City, National Capital Region, Philippines SFI-Fresh Bakers Corporation Full time ₱20,000 - ₱50,000 per year

    SFI-Fresh Bakers Corporation is hiring a Full time Quality Assurance Analyst role in Valenzuela, NCR. Apply now to be part of our team.Job summary:Looking for candidates available to work:Monday: Morning, EveningTuesday: Morning, EveningWednesday: Morning, EveningThursday: Morning, EveningFriday: Morning, EveningSaturday: Morning, EveningSunday: Morning

  • Quality Assurance Analyst

    1 day ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱360,000 - ₱720,000 per year

    Job Summary:Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the...

  • Quality Assurance Analyst

    1 week ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱800,000 - ₱1,200,000 per year

    Job purposeQuality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the...

  • Software Quality Assurance Analyst

    3 days ago

    Makati City, National Capital Region, Philippines GoConnect Full time ₱1,200,000 - ₱2,400,000 per year

    Job Title:QA AnalystLocation:Manila, but with countrywide travel, as requiredReports To:Account ManagerJob Summary:The QA Analyst is responsible for ensuring the quality and reliability of GC by designing,implementing, and executing test cases. You will work closely with developers, productmanagers, and stakeholders to identify and resolve issues,...

  • Quality Assurance Analyst

    3 days ago

    Makati City, National Capital Region, Philippines The Citco Group Limited Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionSenior Quality Assurance AnalystAbout CitcoCitco is a global leader in fund services, corporate governance and related asset services with staff across 80 offices worldwide. With more than $1 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients' needs.For more information about...

  • Quality Assurance Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Citco Full time ₱1,200,000 - ₱2,400,000 per year

    Senior Quality Assurance AnalystAbout CitcoCitco is a global leader in fund services, corporate governance and related asset services with staff across 80 offices worldwide. With more than $1 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients' needs.For more information about Citco, please...

  • Quality Assurance Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Umpisa Inc. Full time ₱300,000 - ₱450,000 per year

    At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub. Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.We create a set of...

  • Quality Assurance Analyst

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Gourmet Foods Manufacturing Corp Full time ₱600,000 - ₱1,200,000 per year

    Gourmet Foods Manufacturing Corp is hiring a Full time Quality Assurance Analyst role in Mandaluyong, NCR. Apply now to be part of our team.Job summary:Flexible hours available2-3 years of relevant work experience required for this roleJob Summary:The basic duty and responsibility of the position is to contribute to the delivery of quality and safety of...

  • Medical Records Quality Assurance Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Peak Outsourcing Full time ₱1,200,000 - ₱2,400,000 per year

    A Quality Assurance Analyst works to ensure accuracy, consistency with style guidelines, and adherence to quality standards. The individual will identify and correct errors in grammar, spelling, and formatting, and is responsible for analyzing and verifying technical and factual information.The Quality Assurance Analyst will focus on Medical Record...

  • Quality Assurance Analyst

    2 days ago

    Makati City, National Capital Region, Philippines Vienovo Full time ₱600,000 - ₱1,200,000 per year

    Job Description:Develop and execute test plans to ensure that all objectives are met.Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.Identify and remedy defects within the production process.Recommend, implement, and monitor preventative and corrective actions to ensure that quality...