Quality Assurance Analyst

1 day ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time ₱300,000 - ₱600,000 per year

Role Overview:

The Quality Analyst – Customer Service is responsible for monitoring and evaluating customer interactions to ensure a consistently high standard of service delivery. This role focuses on assessing the quality of calls, chats, and emails to identify improvement areas, enhance customer experience, and support the ongoing development of frontline staff.

Key Responsibilities:

Quality Monitoring & Evaluation

  • Conduct call, chat, and email audits to assess communication quality, accuracy, empathy, and adherence to customer service standards.
  • Evaluate agent interactions against key metrics such as soft skills, call handling, problem resolution, and compliance.
  • Ensure fair and consistent evaluations, maintaining audit logs and quality scorecards.
  • Participate in calibration sessions with peers and leaders to align quality standards across the operation.

Feedback & Coaching

  • Provide actionable, constructive feedback to agents and team leaders to drive performance improvement.
  • Partner with Team Leaders and Trainers to address common performance gaps through focused coaching or refresher sessions.
  • Recognize and share examples of strong customer service behaviors observed during audits.
  • Support new hire nesting or transition periods by providing early feedback and quality support.

Reporting & Analysis

  • Prepare regular quality and performance reports (daily, weekly, monthly) highlighting trends, recurring issues, and best practices.
  • Analyse customer feedback and QA data to identify root causes of customer dissatisfaction or process failures.
  • Present insights and recommendations to improve service quality and enhance the overall customer experience.

Process & Continuous Improvement

  • Collaborate with Operations, Training, and Quality teams to refine scripts, SOPs, and service guidelines based on QA findings.
  • Assist in updating quality monitoring forms, checklists, and calibration criteria to reflect new standards or business changes.
  • Participate in projects or initiatives aimed at improving operational efficiency and service quality.
  • Contribute to fostering a strong "quality-first" culture within the customer service team.

Qualifications & Experience:

  • Bachelor's degree in any discipline preferred.
  • Experience in a customer service or call centre environment, with at least 2-4 years in a Quality Analyst or Quality Coach role.
  • Strong understanding of customer service KPIs (CSAT, FCR, AHT, QA scores).
  • Proficiency in MS Excel and reporting tools; experience with CRM and telephony systems such as Five9 preferred.

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