Quality Assurance Analyst– Hybrid

The Quality Assurance Analyst (QA) is responsible for evaluating customer interactions to ensure service consistency and adherence to company policies and standards. This role involves monitoring and reviewing calls, tickets, and customer feedback to identify performance gaps, enhance agent skills, and improve overall customer satisfaction. The QA will play a key role in analyzing trends, facilitating calibrations, and recommending actionable improvements to optimize team performance and service quality.

• Call and Ticket Quality Monitoring

• Review recorded calls, email/ticket responses to ensure compliance with internal standards and customer experience expectations.

• Assess agent performance in areas such as communication skills, product knowledge, problem-solving, tone, and professionalism.
• Document and score interactions using established QA scorecards and tools.

• Feedback and Coaching Assistance

• Provide timely, constructive, and actionable feedback to agents based on QA reviews and Internal Team Feedback.

• The QA Analyst is responsible for reviewing customer support tickets and evaluating performance feedback from the Internal Team to ensure quality and consistency.
• The QA role will function in close coordination with the Site Manager to strengthen coaching and performance improvement.
• Address negative customer feedback by reviewing the interaction, identifying gaps, and providing recommendations to prevent recurrence.

• Customer Feedback Analysis

• Analyze tickets flagged due to bad customer feedback (CSAT, reviews, complaints).

• Collaborate with the Site Manager and other leaders to investigate the root cause and implement corrective actions.
• Document learnings and patterns to support training and policy updates.

• QA Calibration and Alignment

• Facilitate QA calibration sessions with the frontline team to align scoring and interpretation of standards.

• Conduct QA calibration meetings with leadership to ensure consistency across teams.
• Share best practices and update the QA framework as needed.

• Trend Analysis and Process Improvement

• Compile and analyze QA data to identify trends, common errors, and process bottlenecks.

• Prepare regular reports and dashboards summarizing performance insights and quality trends.
• Recommend and support the implementation of process or policy changes to improve efficiency and customer experience.

• Collaboration and Continuous Improvement

• Partner with Training and Operations to share insights and recommend improvements.

• Actively contribute to the design and enhancement of QA programs and agent training initiatives.
• Keep up to date with product updates, company policies, and customer service standards.

• Task Management

• Handle a variety of tasks assigned by the supervisor and upper management, ensuring timely and accurate completion. This may include special projects or other responsibilities as required to support the overall operations of the team.

• Bachelor's degree or equivalent work experience.
• Call centre supervisory experience is acceptable in place of a Bachelor's degree.
• At least 3-5 years of experience in a QA or similar role within a call center customer service operation.
• Strong understanding of customer service principles and quality management practices.
• Excellent written and verbal communication skills.
• Analytical mindset with attention to detail.
• Ability to give objective, balanced feedback and support agent growth.
• Skilled in facilitation, reporting, and cross-functional collaboration.

• Experience with customer satisfaction (CSAT) and NPS analysis.
• Background in e-commerce, tech, or similar fast-paced industries.
• Familiarity with call calibration techniques and service QA frameworks.
• Proficiency in CRM tools (e.g., Zendesk, Shopify) and QA platforms.

• Competitive salary and benefits package. PHP 45,000.00

• Starting Salary PHP 42,000.00

• HMO on the 6th month for the employee and a family member
• Paid Lunch (Onsite)
• Opportunity to grow and develop within a supportive team.
• A collaborative and inclusive work environment.
• Meaningful work that contributes directly to employee well-being and company success.