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Quality Assurance Analyst
1 day ago
We are looking for Quality Analyst
Want to ensure every interaction meets the highest standards? Join Iron Mountain as a Quality Analyst and help us deliver exceptional service.
About the Role
The Quality Analyst monitors transactions, coaches agents and analyses data to uphold quality across multiple client accounts.
Key Responsibilities:
- Conduct transaction monitoring and ensure compliance with quality guidelines.
- Provide coaching and feedback to agents to improve performance.
- Analyze client performance metrics and identify areas for improvement.
- Review key drivers such as new‑hire performance and process defects.
- Participate in client business reviews to share findings.
Must‑Have Qualifications:
- Bachelor's degree.
- 3+ years of quality assurance or analysis experience in a call‑center or BPO environment.
- Experience in transaction monitoring and agent coaching.
- Good analytical and reporting skills.
- Proficiency in English.
- Willingness to work onsite in Manila.
Good‑to‑Have:
- Quality certifications (COPC, ISO, Six Sigma).
- Familiarity with data‑analysis tools such as Excel, Power BI or Tableau.
- Experience in training or process improvement.
Why Join Us:
- Play a key role in delivering high‑quality service for a global leader.
- Work with a supportive team and gain exposure to multiple client industries.
- Opportunity for growth within the quality or training functions.
- Competitive compensation and benefits.
How to Apply:
Click "Apply," upload your CV and answer the screening questions. We'll reach out if your experience aligns.
