Quality Analyst

5 days ago

Quezon City, National Capital Region, Philippines ibex Full time ₱900,000 - ₱1,200,000 per year

The QA Analyst will be responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfilment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.

Responsibilities

  • Ability to use Call Recording Systems preferred
  • Process Improvement knowledge/analytical skills preferred.
  • Previous quality assessment experience preferred
  • Knowledge of adult learning techniques, preferred
  • Understanding of Inbound/Outbound operations is desired.
  • Familiarity with fundamental feedback and coaching skills is desired.
  • Coaching experience
  • Prior knowledge of Program Strategy is strongly desired

Qualifications

  • Should have at least 6-months of tenure in the company or must be a regular employee.
  • Strong interpersonal communication skills
  • Effective oral and written communication skills
  • Exception performance History in the area of Quality Performance on previous
  • Problem solving abilities and independent decision making capabilities.
  • Multitasking skills
  • Has sense of urgency and responsibility
  • Highly customer focused
  • No quality issues
  • No performance escalation
  • No attendance issue

  • Quality Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱300,000 - ₱600,000 per year

    Position: Quality Analyst / Customer Experience AnalystOverview: The Customer Experience Analyst monitors transactions (calls, emails, chat, back-office work) to ensure quality and excellent customer experience. Key responsibilities include:Transaction Monitoring: Auditing CSR transactions against quality requirements and meeting monitoring goals.Reporting:...

  • Quality Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time ₱800,000 - ₱1,200,000 per year

    Quality AnalystJob DescriptionDuties and Responsibilities:Responsible for reporting any/all behavior that does/do not conform to the quality standards set by the account management and client.Designs and implements reports to establish patterns and trends of quality issues as they may arise.Collates and analyzes data for respective LOBs.Analyzes customer...

  • Quality Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines BRISolutions - Bravissimo Resourcing, Inc. Full time ₱300,000 - ₱450,000 per year

    Career Opportunity: Quality AnalystJob Qualifications:Bachelor's degree in any relevant fieldAt least 1 year in QA experience for BPO setupKnowledgeable in doing Root Cause AnalysisMust be amenable to work onsite in Quezon City, Ortigas and Taguig siteMust have blended account experience (Voice and Non Voice)Work set-up: Shifting schedule,...

  • BPO Quality Analyst Manager

    5 days ago

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

    Overview:BPORelations is looking for a Quality Analyst Manager to oversee the quality assurance program for a Lead Generation campaign. The ideal candidate will be a leader with a strong background in quality management, data analysis, and call center operations.Key Responsibilities:Develop and implement quality assurance strategies, policies, and...

  • ESL Quality Analyst

    5 days ago

    Quezon City, National Capital Region, Philippines goFLUENT Full time $40,000 - $80,000 per year

    About goFLUENTFor over 24 years, goFLUENT has been accelerating language learning by delivering hyper-personalized solutions that blend technology, content, and human interaction available globally on any device.Today, L&D leaders of over 1,000 international corporations in 100+ countries trust goFLUENTs award-winning digital language learning solutions to...

  • IT Service Desk Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. (ISO Certified) Full time ₱104,000 - ₱130,878 per year

    About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work...

  • Data Analyst

    5 days ago

    Quezon City, National Capital Region, Philippines Outsourced Quality Assured Services Inc. (ISO Certified) Full time ₱450,000 - ₱900,000 per year

    About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work...

  • Quality Analyst

    5 days ago

    Makati City, National Capital Region, Philippines Lean Solutions PH Full time

    We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company standards, client requirements, and industry best practices. This role plays a key part in enhancing the customer experience,...

  • Quality Analyst

    5 days ago

    Mandaluyong City, National Capital Region, Philippines ibex Full time $70,000 - $120,000 per year

    TheQuality Analystassesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.ResponsibilitiesMonitoring of Calls – 15-30 calls per dayDaily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of...

  • Collection Quality Analyst

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    Job Title: Quality AnalystDepartment: Collections DepartmentKey Responsibilities:Monitor and evaluate calls and other customer interactions to ensure compliance with quality standards.Provide feedback and coaching to agents to drive performance improvement.Create and maintain QA reports and trackers to monitor quality metrics and trends.Identify process gaps...