Quality Assurance Analyst

1 day ago

Manila, National Capital Region, Philippines Nezda Global Full time

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.

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